Job Title - Technical Support Advisor 2nd Line Telco
Reports to - Service Desk Manager
Department - Operations
Salary - £26,000 - £30,000 (DOE)
Location - Shoreham by Sea & Exeter
Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.
We are now recruiting for a
Technical Support Advisor 2nd Line Telco. As part of the team, 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. 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 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. Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations. Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed. Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining. Minimum Requirements 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-prem phone systems including a basic knowledge of configuration. Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers. Experience of utilising ITIL methodology, regarding incident, change and request management. Solid understanding of ITSM/CSM Case (ticket) management systems. Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good customer experience. Behaviors & Impact Takes initiative and is proactive / demonstrates personal leadership in managing assigned tasks and customer communications. Analytical and problem-solving approach – focused on the solution and meeting targets. Ability to prioritise workload and deliverables accordingly. Strong customer communication skills especially when communicating technical information and when managing customer relationships through the resolution period. At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. 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’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG. We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.
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Technical Support Advisor 2nd Line Telco. As part of the team, 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. 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 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. Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations. Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed. Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining. Minimum Requirements 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-prem phone systems including a basic knowledge of configuration. Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers. Experience of utilising ITIL methodology, regarding incident, change and request management. Solid understanding of ITSM/CSM Case (ticket) management systems. Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good customer experience. Behaviors & Impact Takes initiative and is proactive / demonstrates personal leadership in managing assigned tasks and customer communications. Analytical and problem-solving approach – focused on the solution and meeting targets. Ability to prioritise workload and deliverables accordingly. Strong customer communication skills especially when communicating technical information and when managing customer relationships through the resolution period. At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. 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’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG. We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.
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