[Hiring] 2nd Line Technical Support Advisor @Focus Group

Role Description

Are you someone who enjoys diagnosing technical issues, finding effective solutions, and providing outstanding support when customers need it most? We're looking for a dedicated and technically minded Out of Hours Technical Support Specialist to join our overnight support team.

In this role, you'll play a vital part in maintaining service continuity, resolving technical challenges, and ensuring customers receive a seamless support experience outside standard business hours.

What You'll Be Doing

• Act as a key point of contact for customers via phone, email, live chat, and support portal.
• Deliver 1st and 2nd line technical support across telecoms, IT, connectivity, and managed services.
• Investigate, diagnose, and resolve incidents efficiently, escalating where necessary.
• Keep customers informed with clear, timely updates throughout the resolution process.
• Collaborate with internal teams and external suppliers to restore services as quickly as possible.
• Monitor alerts, incidents, and support queues to ensure service levels are maintained.
• Accurately document troubleshooting activities and resolutions within ticketing systems.

Qualifications

• Previous experience in a technical support, service desk, or helpdesk environment.
• Strong understanding of IT infrastructure, networking, and business applications.
• Experience using remote support tools and service management platforms.
• Working knowledge of ITIL principles, including Incident, Change, and Request Management.
• Excellent communication skills, with the ability to explain technical concepts in a clear and accessible way.
• Ability to remain composed in a fast-paced environment and effectively manage competing priorities.
• A proactive, customer-centric approach to problem-solving.

Requirements

• CompTIA certifications or Microsoft technology certifications.
• Experience supporting hosted telephony or unified communications platforms such as Horizon, LG, Wildix, or Evolve IP.
• Exposure to cloud-based voice and collaboration technologies.

Benefits

• Salary: £30,000 - £32,000 per annum (depending on experience) plus shift allowance.
• Location: Remote (UK-based).
• Shift Pattern: Rotating 4-on, 4-off schedule, working 12-hour night shifts from 7:00pm to 7:00am, including weekends and bank holidays.

Company Description

Founded in 2003, Focus Group has grown into one of the UK's leading technology providers, supporting over 30,000 businesses nationwide. With more than 1,000 employees and a $1 billion valuation, we're continuing to invest in our people, technology, and customer experience.

Our success is built on innovation, collaboration, and a commitment to delivering exceptional service. When you join Focus Group, you'll become part of a forward-thinking organisation where your skills and contribution genuinely make an impact.