Posted 9 days ago
Description
Overview
Technical Support Advisor 2nd Line Telco
Location - Any Focus Office
Base pay range and pay range information provided by Focus Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Benefits
- Generous Holidays Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday
- Give Back Enjoy paid volunteering days to support causes you care about
- Referral Rewards Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team
- Social Events Join in on regular social events and connect with your colleagues in a fun and relaxed environment
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
In this role, you''ll provide a first-class service to Focus Group customers through handling of 2nd line service queries, as part of our Product 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.
- 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
Skills & Experience
- Experience in a customer facing technical support role, supporting telecoms or connectivity.
- High level knowledge of broadband and leased line technology and confidence in router configuration.
- Proficiency in network troubleshooting, including IP addressing, DHCP allocation and Meraki SDN/SD-WAN.
- Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
- Good understanding of on-premise phone systems including a basic knowledge of configuration
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!
We’re looking for candidates who are ready to contribute to a dynamic tech team.
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