Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy, and consent to receive emails from Rise
Jobs / Job page
Technical Support Advisor 2nd Line IT (4 On/4 Off) image - Rise Careers
Job details

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

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

Salary: Up to £35,000 (DOE)

Location:  UK - fully remote

Shifts: This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm.

Benefits: See Here

Join our team as a Technical Support Advisor 2nd Line IT!

Who We Are

Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation.

What We’re Looking For

As a 2nd Line IT Technical Support Advisor, you'll be working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. In this role, you'll deliver exceptional service to Focus Group customers by handling 2nd line service queries and providing advanced technical support and issue resolution.

What will you do?

  • Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
  • 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.
  • 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.

What you’ll need

  • 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.

Nice to have

  • May have industry certifications such as MCITP, CompTIA Network+.

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.

Why Join Focus Group? 

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

Similar Jobs
Posted 12 days ago

Lead a dynamic sales team at Focus Group, where innovation meets collaboration in the IT and telecoms sector.

Posted 10 days ago

Join Focus Group as an IT Technical Engineer and become a vital part of a team dedicated to delivering exceptional IT solutions across the UK.

Join Travel + Leisure Co. as a Housekeeper, where you'll help create memorable experiences through your dedication to cleanliness and guest satisfaction.

Photo of the Rise User

Join the B. F. Saul Company as a Front Desk Agent and be part of a team delivering exceptional hospitality experiences.

Ignite Medical Resort St Marys Hybrid Blue Springs, Missouri, United States
Posted 5 days ago

Become a vital part of our compassionate care team at Ignite Medical Resorts, where exceptional nursing assistants deliver high-quality rehabilitation services.

Photo of the Rise User
Posted 12 days ago

Encompass Health seeks an enthusiastic Administrative Assistant to enhance our hospital's administrative operations in Amarillo, TX.

Photo of the Rise User

Join Allied Universal as a DoD Cleared Security Officer, where your role will be vital in safeguarding sensitive information and personnel at our engineering facility in Rome, NY.

Photo of the Rise User
Domino's Hybrid Seminole, Florida, United States
Posted 9 days ago

Join Domino's as a Customer Service Rep and be part of a fun-loving team dedicated to delivering great customer experiences.

Photo of the Rise User
Posted 9 days ago

Join Meijer as an entry-level General Merchandise Clerk to deliver remarkable customer service and support community engagement.

Photo of the Rise User

Join Allied Universal as an Unarmed Security Professional, ensuring safety and security in a healthcare environment.

Photo of the Rise User
Dare to be Different
Diversity of Opinions
Inclusive & Diverse
Customer-Centric
Transparent & Candid
Growth & Learning
Photo of the Rise User
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Rapid Growth
Passion for Exploration
Dare to be Different
Dental Insurance
Life insurance
Health Savings Account (HSA)
Disability Insurance
Flexible Spending Account (FSA)
Vision Insurance
Mental Health Resources
401K Matching
Paid Time-Off
Snacks
Photo of the Rise User
Posted 10 months ago
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Take Risks
Collaboration over Competition
Growth & Learning
Transparent & Candid
Customer-Centric
Social Impact Driven
Rapid Growth
Passion for Exploration
Dare to be Different
Reward & Recognition
Friends Outside of Work
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Conferences Stipend
Bias Training
Employee Resource Groups
401K Matching
Paternity Leave
Maternity Leave
Some Meals Provided
Social Gatherings
Photo of the Rise User
Posted 2 months ago
Inclusive & Diverse
Diversity of Opinions
Work/Life Harmony
Dare to be Different
Reward & Recognition
Empathetic
Take Risks
Growth & Learning
Transparent & Candid
Mission Driven
Passion for Exploration
Feedback Forward
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Learning & Development
Paid Time-Off
Maternity Leave
Social Gatherings
Photo of the Rise User
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Transparent & Candid
Growth & Learning
Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
Flex-Friendly
Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
Company Retreats
Dental Insurance
Life insurance
Health Savings Account (HSA)
MATCH
Calculating your matching score...
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
No info
HQ LOCATION
No info
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
April 8, 2025

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!
LATEST ACTIVITY
Photo of the Rise User
100+ people applied to Chat Support Associate at Vetcove
S
Someone from OH, Delaware just viewed Scheduling Coordinator - FT at SeaWorld Entertainment
K
Someone from OH, Columbus just viewed Sales Associate-ANN at Knitwell Group