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: Enjoy 24 days holiday, paid volunteering days, and referral rewards.
- Other info: Be part of a diverse culture with exciting career growth opportunities.
- Why this job: Make a real impact while developing your tech skills in a supportive environment.
- Qualifications: Experience in technical support and strong troubleshooting skills required.
The predicted salary is between 21600 - 34800 £ per year.
Location – Birmingham
Base pay range Salary – up to £31,000 (DOE)
Generous Holidays – Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
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.
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
- Handle cases functionally escalated from 1st line, ensuring they are assigned and progressed in priority order.
- Be available for overflow calls from the 1st line team and meet agreed personal call targets.
- Diagnose, log, action and follow through to resolution of cases, including escalations, while keeping the customer informed of progress.
- Determine 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.
- Manage cases in line with agreed SLAs and ensure sufficient SLA remains before escalating to 3rd line.
Skills & Experience
- Experience in a customer‑facing technical support role.
- In‑depth understanding of systems, applications and network infrastructure; confident in troubleshooting, configuring and installing.
- Experience with remote desktop support tools.
- Ability to gather relevant information and communicate technical resolutions and updates to customers.
- Experience overcoming technical challenges and analysing customer issues.
- Knowledge of ITIL framework and best practices.
- Judgement to assess when to escalate issues to 3rd line 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 IT in Birmingham employer: Focus Group
Focus Group is an exceptional employer that prioritises employee growth and development within the dynamic field of cyber security. With a remote-first work culture, employees enjoy flexibility while being part of a supportive team that values innovation and collaboration. The company offers competitive salaries and a commitment to investing in its workforce, making it an ideal place for professionals seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Advisor 2nd Line IT in Birmingham
✨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
Practice makes perfect! Before your interview, run through common technical support scenarios with a friend or in front of the mirror. We want you to feel confident and ready to tackle any question thrown your way.
✨Tip Number 3
Show off your skills! If you’ve got a portfolio or examples of past work, bring them along. We love seeing how you’ve solved problems in the past and how you can bring that expertise to our team.
✨Tip Number 4
Don’t forget to follow up! After your interview, shoot a quick thank-you email to express your appreciation. It’s a simple gesture that shows you’re genuinely interested in joining us at Focus Group.
We think you need these skills to ace Technical Support Advisor 2nd Line IT in Birmingham
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 value 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 great fit. Don’t forget to mention any industry certifications you have, like MCITP or CompTIA Network+.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled technical challenges in the past. We love seeing candidates who can diagnose issues and communicate solutions effectively, so share those experiences with us!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our dynamic 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 systems, applications, and network infrastructure. Be ready to discuss your troubleshooting methods and any relevant experiences you've had in previous roles.
✨Showcase Your Customer Service Skills
As a Technical Support Advisor, you'll be dealing with customers regularly. Prepare examples of how you've successfully resolved customer issues in the past, focusing on your communication skills and ability to keep customers informed throughout the process.
✨Familiarise Yourself with ITIL Practices
Since knowledge of the ITIL framework is a plus, take some time to understand its principles. Be prepared to discuss how you’ve applied these practices in your previous roles or how you would implement them in this position.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about the team dynamics, company culture, and what success looks like in this role. This shows your genuine interest and helps you assess if it's the right fit for you.
