Technical Support Advisor 2nd Line
Department: Service Operations
Employment Type: Permanent
Location: Shoreham-by-Sea
Reporting To: Matt Robertson
Compensation: £32,000 – £35,000 / year
Description
Technical Support Advisor- 2nd Line
Location: Shoreham By Sea Hybrid
Salary: 32-35,000 depending on experience
(Job Level internal reference: Senior Associate)
At Focus Group, we’re proud to be one of the UK’s leading providers of IT, telecoms, connectivity and cybersecurity solutions. We support thousands of businesses across the country, combining technical expertise with a customer-first approach to deliver outstanding service and innovative technology solutions.
We’re looking for an experienced Technical Support Advisor to join a dedicated 2nd Line customer support team, providing technical expertise on escalated incidents and service requests across Microsoft 365, Windows Server, desktop, networking and wireless technologies.
This is not a traditional service desk role. You’ll work alongside customer IT teams, Focus Group engineers and third-party suppliers to investigate and resolve complex technical issues, taking ownership from initial diagnosis through to resolution.
Key Responsibilities
- Own and manage escalated support cases through to resolution.
- Troubleshoot issues across Microsoft 365, Windows, Active Directory, networking and infrastructure environments.
- Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers.
- Escalate cases appropriately, providing clear technical handovers and documentation.
- Contribute to root cause analysis, problem management and continuous service improvement.
- Maintain accurate case records and ensure service levels are met.
Skills, Knowledge & Expertise
- Experience with Windows Desktop (7,8,10)
- Experience with troubleshooting Outlook
- Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, Network domains, backup solutions, virtualization, firewalls and routers.
- Experience with troubleshooting printers
- Troubleshooting general PC issues
Job Benefits
- Holiday Allowance – 24 days + bank holidays + birthday leave.
- Hybrid working options – performance depending.
- Enhanced maternity, paternity and adoption leave.
- Paid volunteering day * regular charity events.
- Wider company benefits across health, financial wellbeing, Pension etc.
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