Technical Support Advisor, 2nd Line

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage 2nd line service inquiries as part of the Managed Services team.

• Deliver advanced technical support and resolution for Focus Group customers.

• Oversee cases escalated from 1st line, prioritizing and progressing them efficiently.

• Provide backup call support to the 1st line team and achieve personal call targets.

• Diagnose, log, act upon, and ensure resolution of cases, including escalations.

• Keep customers updated on the status of their cases.

• Identify cases that require on-site visits and route them to Field Allocation.

• Troubleshoot both hardware and software issues effectively.

• Configure applications and systems as needed.

• Make outbound calls to address cases swiftly and prevent delays.

• Manage cases in line with agreed SLAs and escalate to 3rd line when appropriate SLA time remains.

⛳️ Requirements

• Proven experience in a customer-facing technical support position.

• Comprehensive understanding of systems, applications, and network infrastructure.

• Specialized knowledge in specific technical areas, with the confidence to troubleshoot, configure, and install.

• Familiarity with remote desktop support tools.

• Capability to utilize technical expertise to resolve customer issues effectively.

• Proficiency in gathering relevant information and communicating technical solutions and updates to customers.

• Experience in overcoming technical challenges and analyzing customer issues.

• Understanding of the ITIL framework and industry best practices.

• Skill in determining when to escalate issues to 3rd line support.

• Relevant industry certifications such as MCITP or CompTIA Network+ are considered a plus.

🏝️ Benefits

• Fixed-term contract valid until October 31st, 2026.

• Opportunity for remote work.

• Emphasis on a culture of diversity and inclusion.

• Support with applications and reasonable adjustments.