Job Title - Technical Support Adviser 2nd Line IT
Reports to - Service Desk Manager
Department - Operations
Salary - up to £35,000 (DOE)
Location - Birmingham
Established in 2003, Focus Group is 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. Our recent investment from PE backers, Hg, will support Focus Group's organic growth plan, M&A ambitions and product development initiatives.
We are now recruiting for a Technical Support Adviser 2nd Line IT.
In this role, you'll be providing first-class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team, providing advanced technical support and issue resolution.
Principal 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 to meet any agreed personal call targets.
* Diagnose, log, action and follow through to resolution cases, including escalations while keeping the customer informed of progress.
* Troubleshoot hardware and software problems.
* Configure applications and systems.
* Drive outbound calling to resolve cases in a timely manner.
* Ensure cases are kept up to date and managed in line with agreed demarcations.
* Report issues to suppliers, ensuring cases are resolved in a timely manner and that the customer is kept informed.
* Manage cases in line with agreed SLAs and escalate to 3rd line as necessary.
* Document required changes in line with Focus Group's Change Management process.
Requirements
* Experience in a customer-facing technical support role.
* In-depth understanding of systems, applications, and network infrastructure.
* Experience with remote desktop support tools.
* Skilled in using technical expertise to solve customer issues.
* Knowledge of ITIL framework and best practices.
* Able to assess when it's appropriate to escalate an issue to 3rd line.
At Focus Group, we work hard to create an inclusive, collaborative, and rewarding environment where you are inspired to achieve brilliant things and make a difference to the future of our business.
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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