Technical Support Advisor 2nd Line IT

Job description

We’re Hiring – Technical Support Advisor 2nd Line IT Salary – up to £29,000: Location – Shoreham-by-Sea: 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 s...