Technical Support Advisor 2nd Line IT (4 On/4 Off)
Salary: Up to £34,000 (DOE) plus shift allowance
Shift Allowance:
+10% for days worked Monday to Friday
+15% for days worked on weekends and bank holidays
This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.
Fully Remote (UK)
Give Back: Enjoy paid volunteering days to support causes you care about.
Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.
Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. As a 2nd Line IT Technical Support Advisor , you'll be working 12 hour shifts on a rotating schedule of 4 days on, 4 days off , from 7:00am to 7:00pm. In this role, you'll deliver exceptional service to Focus Group customers by handling 2nd line service queries and providing advanced technical support and issue resolution.
Be able to identify when a case cannot be fixed remotely and route straight into Field Allocation for a site visit.
Troubleshoot hardware and software problems.
Experience in a customer facing technical support role.
In depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and confident to troubleshoot/configure/install.
Experience with remote desktop support tools.
Knowledge of ITIL framework and best practices.
Able to assess when it's appropriate to escalate an issue to 3rd line in order to ensure a good customer experience.
May have industry certifications such as MCITP, CompTIA Network+.
This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.
At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we're here to help.
Technical Support Consultant - Remote Working in Runcorn employer: Focus Group
Focus Group is an exceptional employer that fosters a collaborative and innovative work culture, where your expertise in networking and security will be valued and nurtured. With opportunities for professional growth through mentorship and hands-on project involvement across the UK, you will play a pivotal role in shaping cutting-edge solutions while enjoying a competitive salary and flexible hybrid working arrangements.
