At a Glance
- Tasks: Provide top-notch technical support and resolve customer issues in a dynamic environment.
- Company: Join a rapidly growing tech company valued at $1bn, focused on innovation.
- Benefits: Enjoy 24 days holiday, hybrid working, and enhanced family leave options.
- Other info: Flexible working options and opportunities for professional growth await you.
- Why this job: Make a real difference by helping businesses thrive with your tech expertise.
- Qualifications: Knowledge of networking and cyber security; experience in technical service delivery preferred.
The predicted salary is between 36000 - 44000 £ per year.
Technical Service Advisor - 2nd Line
Location: Shoreham By Sea - Hybrid working policy (2/3 days in the office per week)
Salary: £30-34k depending on experience (internal level: Senior Associate)
Shift pattern: Mon-Thur 8.30-5.30 and Friday 8.30-5pm. There will be a requirement to work a Saturday day shift one week in three.
Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in artificial intelligence (AI) to transform how we operate and how we serve our 30,000 small and medium-sized business customers.
Key Responsibilities:
- Build and maintain strong customer relationships and improve Services to maintain customer satisfaction and retention.
- Own the resolution of all reactive tickets passing through your personal queue in the Enterprise support Incident management system.
- Implement and deliver all assigned proactive tasks as identified by the Service Delivery Operations Manager and in Service Descriptions.
- Centralise technical support for Field Engineers when requested (providing technical support for onsite incidents and problems, prestaging, configuration of cloud elements etc).
- Provide escalation to other lines of support group wide (eg 1st and 2nd line Connectivity, IT Support) gathering information and demonstrating excellent troubleshooting acumen.
Skills, Knowledge and Expertise:
- Have a sound understanding of networking and cyber security concepts (LAN, WLAN, WAN, Firewalls).
- Attain and maintain appropriate certifications across the Enterprise portfolio.
- Be resilient and highly results oriented.
- Be able to work flexibly when needed onsite with clients, home or from the office.
- Have worked in a similar position or have demonstrable knowledge in Technical Service Delivery (networking, security and cloud).
- Experience with Cisco, Meraki, Fortinet, Palo Alto, CloudFlare.
Desirable:
- Vendor or general certifications (e.g. CCNA, CompTIA Network, Security).
- Certification or demonstrable experience working within ITIL methodologies.
- Demonstrate experience in managing third party suppliers within budget and agreed SLAs.
Benefits:
- Holiday Allowance - 24 days + bank holidays + birthday leave.
- Hybrid working options - performance depending.
- Enhanced maternity, paternity and adoption leave.
- Paid volunteering day & regular charity events.
- Wider company benefits across health, financial wellbeing, Pension etc.
2nd Line Technical Support Advisor (Networks) in Shoreham-by-Sea 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.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Technical Support Advisor (Networks) in Shoreham-by-Sea
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Focus Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Focus Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Focus Group!
✨Direct Apply to Focus Group
Let's not forget to apply directly through the Focus Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Technical Support Advisor (Networks) in Shoreham-by-Sea
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Focus Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Focus Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Focus Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
