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

Role Description

As a 2nd Line IT Technical Support Advisor, you'll be working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. In this role, you'll deliver exceptional service to Focus Group customers by handling 2nd line service queries and providing 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.
• Diagnose, log, action and follow through to resolution cases, including escalations whilst keeping the customer informed of progress.
• 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.
• 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.
• Manage cases in line with agreed SLAs and functionally escalate to 3rd line, with sufficient SLA remaining.

Qualifications

• 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 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 escalate an issue to 3rd line in order to ensure a good customer experience.

Nice to have

• May have industry certifications such as MCITP, CompTIA Network+.

Requirements

Please note: 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.

Benefits

• 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.