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- Tasks: Be the go-to tech guru for customers, solving issues and keeping them happy.
- Company: Join Focus Group, a fast-growing tech provider with a vibrant culture.
- Benefits: Enjoy a competitive salary, shift allowance, and remote work flexibility.
- Why this job: Make a real difference by helping customers during their toughest tech moments.
- Qualifications: Experience in technical support and a knack for problem-solving.
- Other info: Work in a dynamic environment with opportunities for growth and development.
The predicted salary is between 24000 - 36000 £ per year.
Salary: £30,000 plus shift allowance
Location: UK Remote
Focus: Customer-first & technology driven
Shift Pattern: This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off. Typical shift hours are from 7:00pm to 7:00am. Shifts will include weekends and public holidays.
Do you thrive on solving technical puzzles and keeping customers satisfied, even in the middle of the night? If you’re a natural problem-solver with a passion for tech, this is your chance to join Focus Group as a Technical Support Advisor in our Out of Hours team.
Key Responsibilities:
- Be the friendly first point of contact for customers (calls, emails, chat, portal).
- Provide 1st and 2nd line support across telecoms, IT, and data services.
- Troubleshoot, resolve, and escalate issues, while keeping customers updated every step of the way.
- Work with colleagues and third parties to fix problems quickly and effectively.
- Stay on top of alerts, incidents, and cases, making sure nothing slips through the cracks.
Skills & Experience:
- Experience in technical support (telecoms or IT services).
- Strong understanding of systems, applications, and networks.
- Skilled with remote desktop tools and ticket management systems.
- Knowledge of ITIL methodology (incident, change, request).
- Brilliant communication skills — able to make the complex sound simple.
- Calm under pressure, great at prioritising, always customer-focused.
Nice to have:
- CompTIA, MCITP, or experience with cloud phone systems such as Horizon, LG, Wildix, EvolveIP.
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.
Ready to be the calm, capable problem-solver our customers rely on after hours? Apply now!
Technical Support Advisor Out of Hours employer: Focus Group
Contact Detail:
Focus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Advisor Out of Hours
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might know someone at Focus Group. A personal connection can make all the difference in getting your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common technical support scenarios. Think about how you’d troubleshoot specific issues and communicate solutions clearly. We want to see your problem-solving skills shine!
✨Tip Number 3
Show off your tech passion! During interviews, share examples of how you've tackled tech challenges in the past. This will demonstrate your enthusiasm and expertise, making you stand out as a candidate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Focus Group.
We think you need these skills to ace Technical Support Advisor Out of Hours
Some tips for your application 🫡
Show Your Passion for Tech: When you're writing your application, let your love for technology shine through! Share any personal projects or experiences that highlight your problem-solving skills and tech-savviness. We want to see that you’re not just looking for a job, but that you genuinely enjoy what you do.
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support Advisor role. Highlight relevant experience in telecoms or IT services, and don’t forget to mention your familiarity with remote desktop tools and ticket management systems. We appreciate when candidates take the time to align their skills with our needs!
Keep It Clear and Concise: We love a well-structured application! Use clear headings and bullet points to make your experience easy to read. Remember, we’re looking for brilliant communication skills, so show us you can make complex information simple right from the start.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining 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 telecoms and IT services. Familiarise yourself with common issues and solutions, as well as the tools you'll be using, like remote desktop software and ticket management systems.
✨Show Off Your Customer Service Skills
Since this role is all about being the friendly first point of contact, prepare examples of how you've successfully handled customer queries in the past. Highlight your ability to communicate complex information simply and effectively.
✨Stay Calm Under Pressure
The interviewers will want to see how you handle stress, especially since you'll be working night shifts. Think of scenarios where you had to prioritise tasks or resolve issues quickly, and be ready to share those stories.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company culture, team dynamics, and the specific challenges faced by the Out of Hours team. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
