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For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve customer queries in a dynamic tech environment.
- Company: Join Focus Group, one of the UK's fastest-growing tech providers.
- Benefits: Enjoy 24 days holiday, paid volunteering, referral rewards, and fun social events.
- Why this job: Make a real impact while developing your skills in a supportive team.
- Qualifications: Experience in technical support, especially in telecoms, and strong troubleshooting skills.
- Other info: Diverse culture where everyone can thrive and excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Technical Support Advisor 2nd Line Telco
Location – Any Focus Office
Base pay range and pay range information provided by Focus Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Benefits
- 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
In this role, you\’\’ll provide a first-class service to Focus Group customers through handling of 2nd line service queries, as part of our Product 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.
- To 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
Skills & Experience
- Experience in a customer facing technical support role, supporting telecoms or connectivity.
- High level knowledge of broadband and leased line technology and confidence in router configuration.
- Proficiency in network troubleshooting, including IP addressing, DHCP allocation and Meraki SDN/SD-WAN.
- Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
- Good understanding of on-premise phone systems including a basic knowledge of configuration
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!
We’re looking for candidates who are ready to contribute to a dynamic tech team.
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Technical Support Advisor 2nd Line Telco employer: Focus Group
Contact Detail:
Focus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor 2nd Line Telco
✨Tip Number 1
Get to know the company! Research Focus Group and understand their values, products, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your technical skills! Brush up on your knowledge of broadband, leased lines, and troubleshooting techniques. Being able to demonstrate your expertise during interviews can really set you apart from other candidates.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even lead to referrals, which can boost your chances of landing that job.
✨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 team.
We think you need these skills to ace Technical Support Advisor 2nd Line Telco
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 telecoms knowledge. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about tech support and how you can contribute to our team. Keep it friendly and professional, just like us at StudySmarter.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We love candidates who can demonstrate their troubleshooting prowess, especially with broadband and leased line technology!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you're keen on 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 knowledge of broadband and leased line technology. Be ready to discuss router configurations and network troubleshooting, as these are key areas for the Technical Support Advisor role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service, especially in a technical support context. Focus on how you resolved issues and kept customers informed throughout the process.
✨Practice Problem-Solving Scenarios
Anticipate technical scenarios that might come up during the interview. Think through how you would diagnose and resolve common issues, and be prepared to explain your thought process clearly.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions about the team dynamics, the tools they use, or the challenges they face. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.
