Job Title - Technical Support Advisor 1st Line – Data Center
Reports to - Service Desk Manager
Department - Operations
Salary - Up to £25,000
Location - Exeter
Established in 2003, Focus Group is proud to be 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, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.
We are now recruiting for a
Technical Support Advisor 1st Line – Data Center. As a Technical Support Advisor 1st Line in our Data Center team, you will be the primary point of contact for customers requiring hands-on assistance with their equipment. You’ll ensure the smooth operation of their infrastructure while maintaining the highest standards of service delivery. This role involves both technical support and customer interaction, requiring a strong understanding of data center technologies and a proactive approach to problem-solving. Principal Responsibilities/Duties Customer Escorting: Safely escort customers to and from the data center, providing onsite assistance during their visit, including scheduled out-of-hours support. Equipment Management: Perform tasks such as racking and unracking equipment, patching cables, and handling customer requests for remote hands support (e.g., powering on/off equipment, reseating cables, swapping disks). Networking Tasks: Carry out small Cisco firewall changes, such as updating access rules, and assist with core Cisco network management for maintaining data center bandwidth. Basic Server & Network Support: Provide support with server, storage, and networking equipment, along with a foundational understanding of DHCP, DNS, and other related technologies. System Checks: Conduct weekly checks on data center management servers, ensuring disk space availability, error resolution, and software functionality. Infrastructure Monitoring: Regularly inspect air-conditioning, VESDA, UPS, and Generator systems to ensure optimal operational performance. Administrative Tasks: Raise access requests, update DNS records, and maintain accurate and up-to-date documentation for the data center. Contribute to monthly reporting and assist with overall data center operations. Issue Management: Diagnose and resolve issues, including escalating cases when necessary, while keeping customers informed throughout the process. Ensure all tasks and cases are managed within agreed service levels. Process Adherence: Follow and contribute to the company’s quality processes, while actively promoting best practices and continuous service improvements. Team Collaboration: Work closely with the wider service operations department to ensure a collaborative and efficient team dynamic. Minimum Requirements: Customer service focused with an excellent telephone manner. Understanding of broadband connectivity and basic router configuration. Foundational network troubleshooting skills. A demonstrable ability to follow pre-defined processes, and an adaptability when processes change. Data gathering and analytical skills. Target focused and able to prioritise tasks/escalations to meet deadlines. Accurate numeracy, written and data entry skills. Detail oriented and proficient in maintaining clear and accurate task and customer data. Technical accreditations geared toward the field of IT, Networking or Telecoms. Please note, this role is based full time in office. Benefits: Regular socials in a welcoming, inclusive environment. Lucrative bonus and incentive schemes. Pension & Benefits Platform with Exclusive Discounts. At Focus Group, 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 welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. IND1
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Technical Support Advisor 1st Line – Data Center. As a Technical Support Advisor 1st Line in our Data Center team, you will be the primary point of contact for customers requiring hands-on assistance with their equipment. You’ll ensure the smooth operation of their infrastructure while maintaining the highest standards of service delivery. This role involves both technical support and customer interaction, requiring a strong understanding of data center technologies and a proactive approach to problem-solving. Principal Responsibilities/Duties Customer Escorting: Safely escort customers to and from the data center, providing onsite assistance during their visit, including scheduled out-of-hours support. Equipment Management: Perform tasks such as racking and unracking equipment, patching cables, and handling customer requests for remote hands support (e.g., powering on/off equipment, reseating cables, swapping disks). Networking Tasks: Carry out small Cisco firewall changes, such as updating access rules, and assist with core Cisco network management for maintaining data center bandwidth. Basic Server & Network Support: Provide support with server, storage, and networking equipment, along with a foundational understanding of DHCP, DNS, and other related technologies. System Checks: Conduct weekly checks on data center management servers, ensuring disk space availability, error resolution, and software functionality. Infrastructure Monitoring: Regularly inspect air-conditioning, VESDA, UPS, and Generator systems to ensure optimal operational performance. Administrative Tasks: Raise access requests, update DNS records, and maintain accurate and up-to-date documentation for the data center. Contribute to monthly reporting and assist with overall data center operations. Issue Management: Diagnose and resolve issues, including escalating cases when necessary, while keeping customers informed throughout the process. Ensure all tasks and cases are managed within agreed service levels. Process Adherence: Follow and contribute to the company’s quality processes, while actively promoting best practices and continuous service improvements. Team Collaboration: Work closely with the wider service operations department to ensure a collaborative and efficient team dynamic. Minimum Requirements: Customer service focused with an excellent telephone manner. Understanding of broadband connectivity and basic router configuration. Foundational network troubleshooting skills. A demonstrable ability to follow pre-defined processes, and an adaptability when processes change. Data gathering and analytical skills. Target focused and able to prioritise tasks/escalations to meet deadlines. Accurate numeracy, written and data entry skills. Detail oriented and proficient in maintaining clear and accurate task and customer data. Technical accreditations geared toward the field of IT, Networking or Telecoms. Please note, this role is based full time in office. Benefits: Regular socials in a welcoming, inclusive environment. Lucrative bonus and incentive schemes. Pension & Benefits Platform with Exclusive Discounts. At Focus Group, 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 welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. IND1
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