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!
Top Skills
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.
