Technical Support Advisor 2nd Line IT

This range is provided by Focus Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Direct message the job poster from Focus Group

We're Hiring - Technical Support Advisor 2nd Line IT

Salary - £28,000

Location - Birmingham (Hybrid 3 office / 2 home)

• 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.

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.

Working as a Technical Support Advisor 2nd Line IT, you'll provide a first‑class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. You'll provide advanced technical support and issue resolution.

• 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.
• 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.
• Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.

• Experience in a customer‑facing technical support role.
• In‑depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and be confident to troubleshoot/configure/install.
• Experience with remote desktop support tools.
• 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 overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
• Knowledge of ITIL framework and best practices.
• Able to assess when it's appropriate to elevate an issue to 3rd line in order to ensure a good customer experience.

• Industry certifications such as MCITP, CompTIA Network+

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!