We’re Hiring – Technical Support Advisor 3rd Line IT Salary – Dependent on Experience Location – Remote UK 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: Working as a Technical Support Advisor 3rd Line IT, you'll provide a first-class service to Focus Group customers through handling of 3rd line service queries as part of our Managed Services team. You'll provide advanced technical support and issue resolution. Key Responsibilities: Responsible for cases functionally escalated from 2nd line, ensuring these are assigned and progressed in priority order. Responsible for handling complex technical issues that require a high level of expertise. Design and implement complex solutions. Drive outbound calling to resolve cases in a timely manner and avoid delays where possible. 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. Work with the Transition Management for the handover from projects to BAU service. To fully investigate root cause issues and resolve accordingly. Complete investigations for Problem Management, identifying root cause with associated permanent resolution. Skills & Experience: Experience in IT support and system administration at a 3rd Line level. Experienced in managing complex technical issues and communicating with customers throughout the resolution process. Skilled in applying technical expertise to new scenarios. Advanced knowledge of server and network technologies. Experience with virtualization and cloud computing platforms. Microsoft Qualifications such as 365 Fundamentals. Professional certifications such as Cisco Certified Network Professional (CCNP) and Microsoft Certified: Azure Solutions Architect Expert. Experience with enterprise-level IT environments. Nice to have: Security certifications such as Certified Information Systems Security Professional (CISSP). Experience of technical leadership – sharing learning opportunities with colleagues that come out of resolving complex technical issues; sharing best practice or specialist knowledge; mentoring and guiding more junior technical support colleagues. 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!