Technical Support Advisor 2nd Line Telco

We’re Hiring – Technical Support Advisor 2nd Line Telco

Salary – up to £28,000 (DOE)

Location – Shoreham-by-Sea, Manchester or Exeter

Key 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 expert 2nd line Technical Support to Focus Group clients. You’ll be the go-to problem solver for escalated queries from 1st line support, ensuring issues are resolved quickly and effectively within SLA. Your work will help maintain and enhance the service experience for our customers.

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.
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
• Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
• Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.

Skills & Experience:

• Experience in a customer facing technical support role, supporting telecoms or connectivity.
• Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
• Good understanding of on-pre phone systems including a basic knowledge of configuration.
• Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers.
• Experience of utilising ITIL methodology, regarding incident, change and request management.
• Solid understanding of ITSM/CSM Case (ticket) management systems.
• Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good customer experience.

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!