At a Glance
- Tasks: Solve technical puzzles and provide top-notch support to customers during out-of-hours shifts.
- Company: Join a supportive and collaborative team at Focus Group.
- Benefits: Earn up to £36k, enjoy flexible shifts, and access great benefits.
- Other info: Opportunity for growth in a dynamic, customer-focused environment.
- Why this job: Make a real impact by helping customers with tech issues when they need it most.
- Qualifications: Experience in technical support and strong communication skills are essential.
The predicted salary is between 28800 - 43200 £ per year.
We’re Hiring: Technical Support Advisor – Out of Hours
Location: Remote | Team: Out of Hours | Focus: Customer-first, Tech-driven
Salary: up to £36k plus benefits
Shift Pattern: 12-hour shifts on a rotating schedule of 4 on, 4 off. Typical shift hours are from 7:00 PM to 7:00 AM
Do you thrive on solving technical puzzles and keeping customers smiling — 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 on our Out of Hours team.
What you’ll do
- 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 — 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.
What you’ll bring
- 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.
- Cool under pressure, great at prioritising, always customer-focused.
Extra kudos if you’ve got CompTIA, MCITP, or experience with cloud phone systems such as Horizon, LG, Wildix, EvolveIP.
Why join us?
At Focus Group, customers are at the heart of everything we do. You’ll be part of a supportive, collaborative team where your ideas matter, your expertise is valued, and your growth is encouraged.
This is more than just a job — it’s your chance to make a real impact, every single shift.
Ready to be the calm, capable problem-solver our customers rely on after hours? Apply now and let’s make it happen.
Technical Support - Out of Hours employer: Focus Group
At Focus Group, we pride ourselves on being a customer-first, tech-driven employer that values your contributions and fosters a supportive work culture. As a Technical Support Advisor in our Out of Hours team, you'll enjoy a flexible remote working environment, competitive salary, and opportunities for professional growth while making a meaningful impact on our customers' experiences. Join us to be part of a collaborative team where your skills are recognised and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support - Out of Hours
✨Tip Number 1
Network like a pro! Reach out to friends, family, and former colleagues who might know someone at Focus Group. A personal connection can give you the inside scoop and help you stand out.
✨Tip Number 2
Prepare for the interview by practising common technical support scenarios. Think about how you'd troubleshoot issues and communicate solutions clearly. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your tech knowledge! Brush up on the latest trends in telecoms and IT services. Being able to discuss current technologies will impress the hiring team and show you're passionate about the field.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Focus Group.
We think you need these skills to ace Technical Support - Out of Hours
Some tips for your application 🫡
Show Your Tech Skills:Make sure to highlight your experience in technical support, especially in telecoms or IT services. We want to see how you've tackled tech challenges before, so share specific examples that showcase your problem-solving skills.
Keep It Customer-Focused:Remember, our customers are at the heart of what we do! Use your application to demonstrate your brilliant communication skills and how you’ve kept customers smiling, even when things get tricky. We love a good story!
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon unless it’s necessary. Make it easy for us to see why you’re the perfect fit for the role without wading through fluff.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
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 tools and ticket management systems.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your ability to keep customers smiling, even under pressure.
✨Communicate Clearly and Confidently
Since communication is key in this role, practice explaining complex technical concepts in simple terms. This will not only showcase your understanding but also demonstrate your customer-first approach, which is crucial for the job.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would handle various situations, such as a frustrated customer or a technical outage, and be prepared to articulate your thought process and prioritisation skills.
