At a Glance
- Tasks: Provide top-notch technical support and resolve customer queries in a dynamic team.
- Company: Join Focus Group, one of the UK's fastest-growing tech providers.
- Benefits: Competitive salary, diverse culture, and opportunities for professional growth.
- Other info: 4-month fixed-term contract with potential for career advancement.
- Why this job: Make a real impact by solving technical challenges for customers.
- Qualifications: Experience in technical support and strong troubleshooting skills.
The predicted salary is between 40000 - 40000 £ per year.
We’re Hiring – Technical Support Advisor 2nd Line IT on a 4 month Fixed Term Contract
Salary – up to £40,000
Location – Shoreham-by-Sea
Fixed Term Contract until October
About Us:
Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.
Job Purpose:
Working as a Technical Support Advisor 2nd Line IT, you'll provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. You'll provide advanced technical support and issue resolution.
Key Responsibilities:
- Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
- Be available for overflow calls from the 1st line team and as a minimum, to meet any agreed personal call targets.
- Diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
- 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.
- Configure applications and systems.
- Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
- Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.
Skills & Experience:
- 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.
- Skilled in using technical expertise to solve customer issues.
- Able to effectively gather relevant information and communicate technical resolutions and updates to customers.
- Experience of overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
- 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.
Nice to have: Industry certifications such as MCITP, CompTIA Network+
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.
Ready to make a real impact? Apply now!
Technical Support Advisor 2nd Line FTC in Shoreham-by-Sea employer: Focus Group
At Focus Group, we pride ourselves on being a leading tech provider that not only values innovation but also prioritises the growth and well-being of our employees. Located in the vibrant Shoreham-by-Sea, we offer a collaborative work culture, competitive salary packages, and ample opportunities for professional development, making us an excellent employer for those seeking a rewarding career in technical support. Join us and be part of a dynamic team that empowers over 30,000 businesses while fostering an inclusive environment where every voice is heard.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Advisor 2nd Line FTC in Shoreham-by-Sea
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know someone who knows someone, and a personal recommendation can really give you the edge.
✨Tip Number 2
Prepare for those tricky interview questions! Research common technical support scenarios and think about how you'd tackle them. We want you to show off your troubleshooting skills and confidence.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in their minds. We love seeing candidates who are enthusiastic and proactive.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals to join our team!
We think you need these skills to ace Technical Support Advisor 2nd Line FTC in Shoreham-by-Sea
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Technical Support Advisor role. Highlight your experience in customer-facing technical support and any relevant skills that match the job description. We want to see how you can bring your unique expertise to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention any specific experiences that relate to troubleshooting and customer service.
Show Off Your Technical Skills:Since this role requires a solid understanding of systems, applications, and network infrastructure, make sure to showcase your technical skills clearly. Mention any relevant certifications or tools you’ve used, like remote desktop support tools, to demonstrate your capability.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, we love seeing applications come directly from our site!
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 system applications and network infrastructure. Be ready to discuss specific troubleshooting scenarios you've encountered in previous roles, as this will show your depth of understanding.
✨Showcase Your Customer Service Skills
Since this role is customer-facing, prepare examples that highlight your ability to communicate technical solutions clearly. Think about times when you’ve turned a frustrated customer into a satisfied one through effective communication and problem-solving.
✨Familiarise Yourself with ITIL Practices
Understanding the ITIL framework can set you apart from other candidates. Be prepared to discuss how you’ve applied ITIL principles in your past roles, particularly in managing service levels and escalations.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life situations, like how you would handle an escalated case or a difficult customer. Practising these scenarios can help you articulate your thought process and demonstrate your problem-solving skills effectively.
