Location: Remote, UK
Salary: £30,000 - £32,000 + Shift Allowance
Shift Pattern: 4 on, 4 off | 7pm - 7am | Includes weekends and bank holidays
Are you a skilled problem-solver with a passion for technology and customer service? Join Focus Group's Out of Hours team and help keep our customers connected and supported when they need us most.
What You'll Do
- Provide 1st and 2nd line support across IT, telecoms and connectivity services.
- Troubleshoot and resolve technical issues via phone, email, chat and customer portal.
- Manage incidents, service requests and escalations efficiently.
- Work closely with internal teams and third-party suppliers to deliver rapid resolutions.
- Monitor alerts and ensure customer issues are handled proactively and professionally.
What You'll Bring
- Experience in a technical support or service desk role.
- Strong knowledge of IT systems, networking and troubleshooting.
- Experience using ticketing systems and remote support tools.
- Understanding of ITIL processes and best practices.
- Excellent communication skills and a customer-focused approach.
Desirable
- CompTIA or Microsoft certifications.
- Experience with hosted telephony platforms such as Horizon, Wildix, LG or Evolve IP.
Why Focus Group?
Focus Group supports over 30,000 businesses across the UK and is one of the country's fastest-growing technology providers. With over 1,000 employees, we're committed to innovation, exceptional service and investing in our people.
If you're looking for a role where you can make an impact, solve technical challenges and deliver outstanding customer support outside standard business hours, we'd love to hear from you.
Skills Required
- Experience in a technical support or service desk role.
- Strong knowledge of IT systems, networking and troubleshooting.
- Experience using ticketing systems and remote support tools.
- Understanding of ITIL processes and best practices.
- Excellent communication skills and a customer-focused approach.
- Willingness and ability to work out-of-hours shifts (4 on 4 off, 7pm-7am, weekends and bank holidays).
- Experience with hosted telephony platforms such as Horizon, Wildix, LG or Evolve IP.
- CompTIA or Microsoft certifications.
What We Do
Welcome to Focus Group. Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology. Here to take care of all your telecoms, IT and connectivity services. This means everything in one place, one point of contact and one bill to cover everything you need. SME or global enterprise business; public sector, service sector or charity…whatever your size, shape or service, we’ll take the time to get to know your business and deliver the technology to fit the bill. Our teams are experts in their field; passionate about finding the right solutions for you and committed to ensuring your business runs like clockwork. We’re by your side to keep your business phone system at the top of its game, your IT optimised, your data secure, your teams connected and your customers happy. At all times. Leaving you free to focus all your energy on the important stuff. Like growing your business. Telecoms | Mobile | Connectivity | IT solutions | Cyber security | Energy Let’s connect. Let’s grow.
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