Technical Support Advisor 3rd Line IT

We’re Hiring – Technical Support Advisor 3rd Line IT

Salary – Dependent on Experience

Location – Remote UK

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:

Working as a Technical Support Advisor 3rd Line IT, you'll provide a first-class service to Focus Group customers through handling of 3rd line service queries as part of our Managed Services team. You'll provide advanced technical support and issue resolution.

Key Responsibilities:

• Responsible for cases functionally escalated from 2nd line, ensuring these are assigned and progressed in priority order.
• Responsible for handling complex technical issues that require a high level of expertise. Design and implement complex solutions.
• Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
• 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.
• Work with the Transition Management for the handover from projects to BAU service.
• To fully investigate root cause issues and resolve accordingly.
• Complete investigations for Problem Management, identifying root cause with associated permanent resolution.

Skills & Experience:

• Experience in IT support and system administration at a 3rd Line level.
• Experienced in managing complex technical issues and communicating with customers throughout the resolution process. Skilled in applying technical expertise to new scenarios.
• Advanced knowledge of server and network technologies. Experience with virtualization and cloud computing platforms.
• Microsoft Qualifications such as 365 Fundamentals.
• Professional certifications such as Cisco Certified Network Professional (CCNP) and Microsoft Certified: Azure Solutions Architect Expert.
• Experience with enterprise-level IT environments.
  

Nice to have:

• Security certifications such as Certified Information Systems Security Professional (CISSP).
• Experience of technical leadership – sharing learning opportunities with colleagues that come out of resolving complex technical issues; sharing best practice or specialist knowledge; mentoring and guiding more junior technical support colleagues.

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!