We’re Hiring – Technical Support Advisor 2nd Line IT
6 month FTC ending October 2026
Equivalent Salary – up to £42,000 (DOE)
Location – Exeter (Hybrid 3 days Office 2 days WFH)
Rota - 7am to 3.30pm AND 9am to 5.30pm
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 be providing first-class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. To 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.
- 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.
- Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
- Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
- Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.
- Document required changes in line with Focus Groups Change Management process.
Skills & Experience:
- Support experience of 365, AVD, Sonicwall, Intune, Entra ID, Unifi.
- Experience in a customer facing technical support role.
- In depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and confident to troubleshoot/configure/install.
- Experience with remote desktop support tools.
- Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers.
- Experience of overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
- Knowledge of ITIL framework and best practices.
- Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good customer experience.
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!