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

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Job Title

The position is for a Technical Support Advisor 2nd Line IT (4 On/4 Off) at Focus Group.

Salary

The salary for this role is up to £35,000, depending on experience (DOE).

Job Location

This job is fully remote, allowing candidates from the UK to work from the comfort of their home.

Contract Type

The contract type for this role is full-time, with a rotational schedule that includes long shifts.

Shifts

The job will require you to work 12-hour shifts on a rotating schedule of 4 days on, 4 days off, with working hours from 7:00 am to 7:00 pm. This includes weekends and public holidays. The schedule is designed to provide the opportunity for extended time off following work periods, which can be attractive for those looking for a balanced work-life arrangement.

Responsibilities

As a 2nd Line Technical Support Advisor, you will focus on delivering exceptional service to customers by:

• Handling 2nd line service queries and providing advanced technical support.
• Diagnosing, logging, and addressing support cases that have been escalated from 1st line support.
• Ensuring cases are handled in compliance with agreed service level agreements (SLAs).
• Following through on case resolutions and keeping customers informed of progress at all stages.
• Identifying when cases must be escalated for in-person support and while ensuring that all remote solutions have been considered.
• Troubleshooting and configuring hardware and software systems.
• Reporting issues to suppliers and working diligently to ensure timely resolution.
• Driving outbound calls to resolve cases efficiently and proactively.

This position emphasizes effective communication, customer service skills, and a proactive approach to problem-solving, which are essential qualities for handling technical issues that clients might face.

Required Skills

To qualify for the role, candidates must have:

• Experience in a customer-facing technical support role, particularly in IT services.
• A deep understanding of systems, applications, and network infrastructure. Specialization in certain areas can be a plus.
• Proficiency with remote desktop support tools and technical systems.
• Ability to communicate technical resolutions clearly to customers and gather pertinent information to troubleshoot effectively.
• Familiarity with the ITIL framework and best practices.

Nice-to-Have Skills

While not required, the following qualifications can enhance your candidacy:

• Industry certifications such as MCITP or CompTIA Network+ can set your application apart, showcasing a commitment to professional development in your technical capabilities.

Company Overview

Established in 2003, Focus Group is recognized as one of the UK’s leading independent suppliers of essential business technology. The company provides digital workplace solutions to over 30,000 customers across the UK. With a dynamic growth trajectory, they have expanded their presence from humble beginnings to encompass 16 offices and more than 1000 employees. Recently, they have achieved a noteworthy status as a UK unicorn, reaching a valuation of $1 billion.

Company Culture

Focus Group emphasizes the importance of a supportive and inclusive work environment. They aim to foster a collaborative atmosphere where all employees feel valued and inspired to contribute positively to the organization. The company has received accolades, including being named one of the UK’s 100 Best Companies to Work for in 2021 and winning the BVCA 2023 Vision Award for their commitment to culture and environmental, social, and governance (ESG) responsibilities.

Why Join Focus Group?

Joining Focus Group means not only having the opportunity to work in a respected organization but also being part of a team that prioritizes employee well-being and professional growth. They actively encourage applicants from diverse backgrounds and are committed to making reasonable adjustments in the workplace for those who may require assistance to excel in their positions.

Conclusion

For job seekers looking for a rewarding IT support role with significant potential for career advancement and a supportive work culture, this opportunity with Focus Group might be the perfect fit. The position provides a competitive salary, remote working convenience, and a chance to contribute to a rapidly growing company in the technology sector.

This job offer was originally published on himalayas.app