At a Glance
- Tasks: Provide top-notch IT support and solve tech issues for our team.
- Company: Join Focus Group, a fast-growing tech provider with a unicorn status.
- Benefits: Enjoy 24 days holiday, paid volunteering, and referral rewards.
- Other info: Dynamic work culture with opportunities for career growth.
- Why this job: Be part of a collaborative team making a real impact in tech.
- Qualifications: Experience in IT support and strong problem-solving skills required.
The predicted salary is between 27000 - 27000 € per year.
We’re Hiring – Internal Support Engineer 1st/2nd Line
Salary – Up to £27,000 (DOE)
Location – Shoreham-by-Sea
Support our success as a 1st/2nd Line Internal Support Engineer at Focus Group.
Who we are
At Focus Group, we’ve been connecting businesses with brilliant technology since 2003. Today, we support over 30,000 customers across the UK and are proud to be one of the UK’s fastest-growing tech providers.
What we’re looking for
We’re looking for a confident and capable high 1st/2nd Line Internal Support Engineer to deliver outstanding IT support to our colleagues. You’ll be someone who loves problem‑solving, thrives in a collaborative environment, and is happy working through tickets both independently and alongside a wider team.
- Experienced in IT support, ideally in a managed services or helpdesk environment
- Strong on both technical troubleshooting and clear communication
- Organised, proactive, and capable of prioritising your workload effectively
- Approachable and reliable, with a strong sense of accountability
- Always looking for ways to improve and deliver top‑class service
What’s in it for you?
- Generous leave – 24 days’ holiday plus bank holidays and a day off for your birthday
- Give back – Paid volunteering days to support causes close to your heart
- Referral rewards – Earn extra by helping us grow our team through referrals
- Sociable culture – Regular events, socials, and celebrations throughout the year
- Career development – Be part of a growing internal IT team with opportunities to grow your skill set
What will you do?
As a 2nd Line Internal Support Engineer, you’ll provide both remote and on‑site technical support to our people across the business, ensuring IT issues are resolved quickly and effectively within agreed SLAs. Your key responsibilities will include:
- Managing and resolving 2nd line support tickets from the internal helpdesk
- Collaborating with 1st line support and senior engineers to resolve escalated issues
- Providing clear, friendly support via phone, remote access, and face‑to‑face where required
- Maintaining detailed records and documentation in the helpdesk system
- Supporting desktop and server environments including Windows, Office 365, Exchange, and more
- Working with network infrastructure including firewalls, routers, switches, VPNs, and VLANs
- Assisting with virtualisation platforms (Hyper‑V, VMware, etc.) and backup solutions
- Supporting users across Windows, and occasionally Mac OS X, Linux, or Android
What you’ll need
- Experience supporting Windows Server and Desktop OS, Exchange, Office 365
- Working knowledge of networking (firewalls, routers, switches, VPNs, VLANs)
- Understanding of virtualisation technologies (Hyper‑V, VMware, etc.)
- Strong communication skills and excellent telephone manner
- Great time management and organisational skills
- Ability to problem solve and think on your feet
Nice to have
- Familiarity with Mac OS X, Linux, Android
- Knowledge of backup tools: Veeam, Symantec, Attix, StorageCraft
- Experience with Cisco networking equipment
- Experience with SQL, VoIP, SANs
- Exposure to cloud platforms including advanced Office 365 tools
Why join Focus Group?
At Focus Group, we value individuality, encourage innovation, and work hard to create an environment where people thrive. If you’re ready to be part of a team that’s collaborative, ambitious, and making a real difference — this is your opportunity. We’re committed to creating an inclusive and supportive environment for all. If you need any help with your application or require reasonable adjustments, just let us know. We’re here to support you every step of the way.
Internal Support Engineer - Service Desk Analyst employer: Focus Group
At Focus Group, we pride ourselves on being a dynamic and inclusive employer that fosters a collaborative work culture in the heart of Shoreham-by-Sea. With generous benefits such as 24 days of holiday, paid volunteering days, and ample opportunities for career development, we empower our employees to grow their skills while contributing to our success as one of the UK's fastest-growing tech providers. Join us and be part of a team that values innovation and supports each other in delivering top-class IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Internal Support Engineer - Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at Focus Group on LinkedIn or other platforms. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by brushing up on common IT support scenarios. Think about how you’d tackle specific problems, as they’ll likely ask you to demonstrate your troubleshooting skills.
✨Tip Number 3
Show off your communication skills! During interviews, be clear and concise when explaining your thought process. Remember, they want someone who can communicate effectively with both techies and non-techies.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Focus Group team.
We think you need these skills to ace Internal Support Engineer - Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Internal Support Engineer role. Highlight your experience in IT support, especially in managed services or helpdesk environments, and showcase your technical troubleshooting skills.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your skills align with what we’re looking for. Don’t forget to mention your problem-solving abilities and collaborative spirit!
Showcase Your Communication Skills:Since clear communication is key in this role, make sure your application reflects that. Use straightforward language and structure your information clearly. This will demonstrate your ability to communicate effectively, which is crucial for the position.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Focus Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows Server, Office 365, and networking basics. Be ready to discuss your experience with troubleshooting and any specific tools you've used, like Veeam or Hyper-V.
✨Show Off Your Problem-Solving Skills
Prepare to share examples of how you've tackled tricky IT issues in the past. Focus on your thought process and how you approached the problem, as this will demonstrate your ability to think on your feet.
✨Practice Clear Communication
Since you'll be providing support over the phone and face-to-face, practice explaining technical concepts in simple terms. This will help you convey your ideas clearly during the interview and show that you can communicate effectively with non-technical colleagues.
✨Be Organised and Proactive
Think about how you manage your workload and prioritise tasks. Be ready to discuss your time management strategies and how you stay organised when handling multiple support tickets. This will highlight your reliability and accountability.
