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 career development opportunities.
- Other info: Dynamic work culture with regular events and a focus on individual growth.
- Why this job: Be part of a collaborative team making a real impact in tech support.
- 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 — recently joining the exclusive list of privately owned ‘unicorn' businesses with a $1bn valuation.
What we’re looking for
- 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.
Ready to level up your support career? Apply now and be part of something brilliant.
Support Engineer - Service Desk Analyst employer: Focus Group
Focus Group is an exceptional employer, offering a vibrant work culture in Shoreham-by-Sea where individuality and innovation are celebrated. With generous benefits including 24 days of holiday, paid volunteering days, and opportunities for career development within a rapidly growing tech company, employees are empowered to thrive both personally and professionally. Join a collaborative team that values your contributions and supports your growth in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer - Service Desk Analyst
✨Tip Number 1
Get to know the company! Research Focus Group and understand their values, culture, and the tech they use. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves troubleshooting, think of common IT issues and how you'd resolve them. Being able to articulate your thought process during interviews can really impress.
✨Tip Number 3
Network with current employees! If you can, reach out to people working at Focus Group on LinkedIn. They might share insights about the interview process or even refer you, which can give you a leg up.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the Focus Group family.
We think you need these skills to ace Support Engineer - Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Support Engineer role. Highlight your experience in IT support, especially in managed services or helpdesk environments. We want to see how your skills match what we're looking for!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled tricky IT issues in the past. We love candidates who can think on their feet and come up with effective solutions, so don’t hold back!
Be Clear and Concise:When writing your cover letter, keep it clear and to the point. Use straightforward language to explain why you’re a great fit for the role. Remember, we appreciate strong communication skills!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen to join our team at Focus Group!
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 specific troubleshooting scenarios you've handled in the past, as this will show your practical experience.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've tackled tricky IT issues before. Focus on your thought process and how you approached the problem, as this will highlight your analytical skills and 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 demonstrate your strong communication skills and ensure you're approachable to colleagues seeking help.
✨Be Organised and Proactive
Think about how you manage your workload and prioritise tasks. During the interview, share strategies you use to stay organised, especially when dealing with multiple support tickets. This will show that you're reliable and can handle the demands of the role.
