Technical Support Advisor 2nd Line Telco

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

Salary – £25,000 - £29,000 (DOE)

Location – Any Focus Office!

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 a first-class service to Focus Group customers through handling of 2nd line service queries, as part of our Product Services team. You'll provide advanced technical support and issue resolution.
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.

Skills & Experience:

• Experience in a customer facing technical support role, supporting telecoms or connectivity.
• High level knowledge of broadband and leased line technology and confidence in router configuration.
• Proficiency in network troubleshooting, including IP addressing, DHCP allocation and Meraki SDN/SD-WAN.
• Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
• Good understanding of on-pre phone systems including a basic knowledge of configuration.

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!