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Focus Group provided pay range
This range is provided by Focus Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Salary – up to £31,000 (DOE)
Location – Birmingham
We’re Hiring – Technical Support Advisor 2nd Line IT
* 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 2nd Line IT, you’ll provide a first‑class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. You’ll provide advanced technical support and issue resolution.
Key Responsibilities
* Handle cases functionally escalated from 1st line, ensuring they are assigned and progressed in priority order.
* Be available for overflow calls from the 1st line team and meet agreed personal call targets.
* Diagnose, log, action and follow through to resolution of cases, including escalations, while keeping the customer informed of progress.
* Determine 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.
* Manage cases in line with agreed SLAs and ensure sufficient SLA remains before escalating to 3rd line.
Skills & Experience
* Experience in a customer‑facing technical support role.
* In‑depth understanding of systems, applications and network infrastructure; confident in troubleshooting, configuring and installing.
* Experience with remote desktop support tools.
* Ability to gather relevant information and communicate technical resolutions and updates to customers.
* Experience overcoming technical challenges and analysing customer issues.
* Knowledge of ITIL framework and best practices.
* Judgement to assess when to escalated issues to 3rd line to ensure a good customer experience.
Nice to have
* Industry certifications such as MCITP, CompTIA Network+.
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!
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