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Technical Support Advisor 2nd Line IT

Job Title - Technical Support Adviser 2nd Line IT

Salary - up to £32,000 (DOE)

Location - Please note, this role is predominantly hybrid/remote with some requirement to be in office. Travel to various customer sites will also be required on occasion, around the M4 corridor and below.

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.

We are now recruiting for a Technical Support Adviser 2nd Line IT. As part of the Platinum MSP Team, you'll provide 2nd and 3rd line support and exemplary customer service in the areas of IT, including Office 365, Windows Server, Desktop Support, MS Teams, Azure Virtual Desktop.

Principal Responsibilities

  • Ensuring that the Customer is at the centre of everything that we do.
  • Responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal 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 arrange and manage suitable site visit.
  • Take full responsibility for cases assigned to you, even when tasks have been allocated to alternative resources/teams, ensuring that an excellent Customer Experience is always maintained.
  • Talk to customers, by the most appropriate method to resolve cases in a timely manner and avoid delays where possible.
  • Work with 3rd Parties to resolve cases where required.
  • Make sure that cases are managed in line with agreed SLAs and Senior Engineer input is sought, with sufficient SLA remaining.
  • Customer service focussed with an excellent telephone manner.
  • A demonstrable ability to follow process and build a reassuring rapport with customers.
  • The ability to remain calm and composed when dealing with a difficult situation to establish confidence whilst an issue is resolved.
  • To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action.
  • Target focussed, and able to keep on top of all tasks and escalations whilst always assuring excellent customer service.
  • Accurate numeracy, written and data entry skills.
  • An analytical and methodical problem solver.

Please note, this role is predominately hybrid with some requirement to be in office. Occasional travel to various customer sites (South/South West areas) will also be required on occasion.

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.

Average salary estimate

$40000 / YEARLY (est.)
min
max
$40000K
$40000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Technical Support Advisor 2nd Line IT, Focus Group

Are you a tech-savvy problem solver looking for a new challenge? Join the Focus Group as a Technical Support Advisor 2nd Line IT and be part of a collaborative team dedicated to providing exceptional customer service! At Focus Group, we pride ourselves on empowering over 30,000 businesses with cutting-edge technology solutions since 2003. As a Technical Support Advisor, your main focus will be to deliver 2nd and 3rd line support using your expertise in tools like Office 365, Windows Server, and Azure Virtual Desktop. You'll handle queries from our valued customers via phone, email, or live chat and ensure their issues are addressed promptly and effectively. Your responsibilities will involve diagnosing problems, logging cases, managing site visits when necessary, and collaborating with 3rd parties to guarantee seamless resolutions. We understand the importance of a positive customer experience, so a calm demeanor and an excellent telephone manner are crucial in this role. Our hybrid working model means you'll mainly work remotely, with occasional travel required in the M4 corridor and surrounding areas. Not only will you be part of a trailblazing organization with a $1bn valuation, but you’ll also experience a vibrant and inclusive workplace recognized as one of the UK’s best 100 companies to work for. We are excited to support your growth as you thrive within our team. If you're ready to help us shape the future of technology while developing your career, we'd love to hear from you!

Frequently Asked Questions (FAQs) for Technical Support Advisor 2nd Line IT Role at Focus Group
What are the main responsibilities of a Technical Support Advisor 2nd Line IT at Focus Group?

As a Technical Support Advisor 2nd Line IT at Focus Group, you will be responsible for providing top-notch 2nd and 3rd line support, addressing incoming customer queries through various channels, and ensuring timely and effective resolutions. Part of your role will also include diagnosing issues, logging cases, collaborating with 3rd parties, and managing site visits when necessary. Emphasizing excellent customer service, you'll need to maintain communication throughout the resolution process, showcasing your analytical and methodical problem-solving skills.

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What qualifications do I need to apply for the Technical Support Advisor 2nd Line IT position at Focus Group?

To become a Technical Support Advisor 2nd Line IT at Focus Group, you should possess strong technical knowledge in areas such as Office 365, Windows Server, and network troubleshooting. While formal qualifications may vary, having relevant IT certifications like CompTIA, Microsoft, or equivalent experience in IT support roles will significantly improve your chances. Excellent communication skills, a customer-oriented mindset, and the ability to remain calm under pressure are essential for success in this position.

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Is remote working an option for the Technical Support Advisor 2nd Line IT role at Focus Group?

Yes! At Focus Group, the Technical Support Advisor 2nd Line IT position primarily operates in a hybrid capacity, allowing for remote work. However, you should be prepared for occasional travel to customer sites in the South and South West areas. This flexibility enables you to balance your professional responsibilities while enjoying the comforts of working from home.

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What can I expect from the work culture as a Technical Support Advisor 2nd Line IT at Focus Group?

You can expect a vibrant, inclusive, and collaborative work culture at Focus Group as a Technical Support Advisor 2nd Line IT. We are dedicated to creating an environment where employees feel valued and inspired to achieve their best. With numerous accolades for our commitment to culture and employee satisfaction, we foster teamwork and celebrate individual achievements, ensuring that your contributions are recognized and appreciated.

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How will my performance be evaluated as a Technical Support Advisor 2nd Line IT at Focus Group?

Your performance as a Technical Support Advisor 2nd Line IT at Focus Group will be evaluated based on several factors, including your ability to manage and resolve customer queries within agreed response times, overall customer satisfaction ratings, and adherence to SLAs. Regular feedback and performance reviews will help you identify areas for growth and development, ensuring that you have the support to excel in your role.

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Common Interview Questions for Technical Support Advisor 2nd Line IT
How do you prioritize your tasks as a Technical Support Advisor 2nd Line IT?

In an interview, you might explain that prioritizing tasks as a Technical Support Advisor involves assessing the urgency and impact of each request. Typically, you would follow established SLAs and categorize issues based on severity. You could also discuss how effective communication with the customer helps manage their expectations while ensuring that higher-priority tasks are addressed first.

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Can you describe a challenging technical issue you've resolved?

When asked to describe a challenging technical issue, provide a specific example that underscores your problem-solving skills. Discuss the steps you took to diagnose the issue, the tools or resources you utilized, and how you managed to resolve the problem while keeping the customer informed and satisfied through the process.

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How do you handle difficult customers during support calls?

It's important to convey that handling difficult customers requires patience and the ability to empathize with their concerns. In your answer, describe strategies you would use, such as active listening, remaining calm, and assuring customers that you are dedicated to resolving their issues, which helps defuse tense situations and builds rapport.

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What methods do you use to stay updated with the latest IT trends and technologies?

In your response, emphasize the importance of continuous learning in the IT field. You could mention sources such as online courses, webinars, tech blogs, forums, and professional associations that help you stay current with trends and technologies relevant to the role of a Technical Support Advisor 2nd Line IT.

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How do you ensure effective communication with both customers and team members?

In your answer, focus on the significance of clear and concise communication. You might discuss the importance of tailoring your communication style based on the audience, whether it's a technical update for colleagues or providing straightforward information for customers. Highlight your ability to document conversations accurately and follow up to maintain clarity on ongoing issues.

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Describe a situation where you had to collaborate with a 3rd party to resolve a customer's issue.

It's useful to have an example ready where you successfully collaborated with a 3rd party. Describe the problem, the collaboration process, and how you kept the customer informed throughout. Discussing the challenges and how you overcame them will illustrate your teamwork and communication skills.

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Why do you want to work as a Technical Support Advisor 2nd Line IT at Focus Group?

When answering this question, express your enthusiasm for Focus Group's mission and values. Emphasize your interest in working with cutting-edge technology and being part of a dynamic team that focuses on customer satisfaction, as well as your commitment to growing professionally within an organization that values employee contributions.

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What is your experience with Office 365 and troubleshooting related issues?

You should detail your experience with Office 365 and types of issues you’ve encountered in the past. Provide specific examples of problems you've solved, the troubleshooting procedures you've followed, and how you leveraged your knowledge of the software to deliver excellent results for the customers you're supporting.

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What steps do you take to document your support cases?

Here, you can stress the importance of thorough documentation as a Technical Support Advisor. Discuss your method of logging details such as the customer's information, the issue presented, actions taken, and the final resolution. Explain how maintaining accurate records helps in future case handling and supports team collaboration.

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How do you approach learning about new technologies or support tools?

Your answer can reflect a proactive attitude towards learning. Discuss strategies such as hands-on experimentation with new technologies, formal training courses, or certifications that help you develop your skills. Articulating a lifelong learning mindset will resonate with interviewers looking for candidates in rapidly evolving IT environments.

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MATCH
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SENIORITY LEVEL REQUIREMENT
TEAM SIZE
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HQ LOCATION
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EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
March 12, 2025

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