Technical Support Advisor 2nd Line FTC
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Technical Support Advisor 2nd Line FTC at Focus Group: Shoreham-by-Sea, Wielka Brytania; Hybrydowo; Pełny etat; Senior; IT. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Shoreham-by-Sea, Wielka Brytania, Hybrydowo
- Role classification: IT, Wsparcie IT i systemy, Pełny etat, Senior
- Employer salary shown on the listing: GBP 40,000+ / monthly
- Source freshness: checked by JobGrid on 2026-05-30.
We’re Hiring – Technical Support Advisor 2nd Line IT on a **4 month Fixed Term Contract**
Salary – up to £40,000
Location – Shoreham-by-Sea
Fixed Term Contract until October
(Internal Job Level Reference : Senior Associate)
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:
- 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.
- 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.
- Troubleshoot hardware and software problems.
- Configure applications and systems.
- Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
- 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.
- 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:
- 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!