Technical Support Advisor 2nd Line Telco (4 On/4 Off)

We’re Hiring – Technical Support Advisor 2nd Line Telco (4 On/4 Off)

Salary – Up to £28,000 (DOE)

Shift Allowance:

• +10% for days worked Monday to Friday
• +15% for days worked on weekends and bank holidays

Location: UK - fully remote

This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.

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 deliver exceptional service to Focus Group customers by addressing 2nd line service queries as a member of our Product Services team. You will offer advanced technical support and resolve issues 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.
• Configure applications and systems.
• Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
• 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.
• 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.
• 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.

Don't worry if you don't meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you.

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!

Please note: during the initial 6 week training period, working hours will be Monday to Friday 9:00 AM to 5:30 PM. Following training, the role will transition to a 4x on/off shift pattern.