We’re Hiring: Technical Support Advisor Out of Hours
Salary: £30,000 plus shift allowance
Location: UK Remote
Focus: Customer-first & technology driven
Shift Pattern: This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off. Typical shift hours are from 7:00pm to 7:00am. Shifts will include weekends and public holidays.
Do you thrive on solving technical puzzles and keeping customers satisfied, even in the middle of the night? If you’re a natural problem-solver with a passion for tech, this is your chance to join Focus Group as a Technical Support Advisor in our Out of Hours team.
Key Responsibilities:
- Be the friendly first point of contact for customers (calls, emails, chat, portal).
- Provide 1st and 2nd line support across telecoms, IT, and data services.
- Troubleshoot, resolve, and escalate issues, while keeping customers updated every step of the way.
- Work with colleagues and third parties to fix problems quickly and effectively.
- Stay on top of alerts, incidents, and cases, making sure nothing slips through the cracks.
Skills & Experience:
- Experience in technical support (telecoms or IT services).
- Strong understanding of systems, applications, and networks.
- Skilled with remote desktop tools and ticket management systems.
- Knowledge of ITIL methodology (incident, change, request).
- Brilliant communication skills — able to make the complex sound simple.
- Calm under pressure, great at prioritising, always customer-focused.
Nice to have
- CompTIA, MCITP, or experience with cloud phone systems such as Horizon, LG, Wildix, EvolveIP.
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.
Ready to be the calm, capable problem-solver our customers rely on after hours? 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.
