Technical Support Advisor 2nd Line Telco (4 On/4 Off)

We’re Hiring – Technical Support Advisor 2nd Line Telco (4 On/4 Off) Salary – Up to £28,000 (DOE)

Shift Allowance:

+10% for days worked Monday to Friday +15% for days worked on weekends and bank holidays

• This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.
• Location: Fully Remote (UK)

Key Benefits:

• 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:

In this role, you'll provide a first-class service to Focus Group customers through handling of 2nd line service queries, as part of our Product Services team. You'll provide advanced technical support and issue resolution, working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm.

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.

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.

• Troubleshoot hardware and software problems.
• Configure applications and systems.
• Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.

Skills & Experience:

• Experience in a customer facing technical support role, supporting telecoms or connectivity.
• High level knowledge of broadband and leased line technology and confidence in router configuration.
• Proficiency in network troubleshooting, including IP addressing, DHCP allocation and Meraki SDN/SD-WAN.
• Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
• Good understanding of on-pre phone systems including a basic knowledge of configuration.
• Please note: This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays.

Don't worry if you don't meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you.

• 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!