Description
Technical Service Advisor - 2nd Line
Shoreham By Sea - Hybrid working policy (2/3 days in the office per week)
£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.
Department: Service Operations
Location: Multiple Locations
Compensation: £27,000 - £34,000 / month
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
Focus Group data privacy notice:-
https://focusgroup.co.uk/information/privacy-notice/
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Technical Service Advisor- 2nd Line 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.
