📍 Job Overview

Job Title: Technical Support Advisor 2nd Line IT
Company: Focus Group
Location: Exeter, Devon, United Kingdom
Job Type: Hybrid (On-site & Remote)
Category: Technical Support & Customer Service
Date Posted: June 20, 2025
Experience Level: Mid-Level (2-5 years)
Remote Status: Hybrid (On-site & Remote)

🚀 Role Summary

Provide advanced technical support and issue resolution as part of the Managed Services team.
Handle 2nd line service queries, ensuring timely resolution and excellent customer service.
Troubleshoot hardware and software problems, configure applications, and manage cases in line with agreed SLAs.
Collaborate with 1st and 3rd line teams to ensure seamless case management and customer satisfaction.

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to provide exceptional customer support and drive case resolution.

💻 Primary Responsibilities

Case Management: Diagnose, log, action, and follow through to resolution cases, including escalations. Keep customers informed of progress and ensure cases are kept up to date.
Troubleshooting: Identify and resolve hardware and software problems, as well as configure applications and systems.
Customer Communication: Maintain open and clear communication with customers throughout the case resolution process.
Outbound Calling: Drive proactive calling to resolve cases in a timely manner and avoid delays where possible.
Supplier Liaison: Report issues to suppliers, chase progress, and ensure cases are resolved in a timely manner.
Change Management: Document required changes in line with Focus Group's Change Management process.

📝 Enhancement Note: This role requires a proactive approach to case management, strong problem-solving skills, and the ability to work effectively under pressure.

🎓 Skills & Qualifications

Education: Relevant IT or customer service degree or equivalent experience.

Experience: Proven experience in a customer-facing technical support role.

Required Skills:

In-depth understanding of system, applications, and network infrastructure.
Experience with remote desktop support tools.
Strong technical troubleshooting and problem-solving skills.
Excellent communication skills, both written and verbal.
Knowledge of ITIL framework and best practices.
Ability to assess when to escalate an issue to 3rd line for a good customer experience.

Preferred Skills:

Experience with specific hardware and software used by Focus Group's customers.
Familiarity with Focus Group's products and services.
Bilingual or multilingual skills.

📝 Enhancement Note: Candidates with experience in a similar role and a strong track record of delivering excellent customer service will be at a significant advantage.

📊 Web Portfolio & Project Requirements

Not applicable for this role

💵 Compensation & Benefits

Salary Range: £30,000 - £35,000 per year (DOE)

Benefits:

Competitive salary and benefits package.
Opportunities for career progression and professional development.
A dynamic and inclusive work environment.
Recognition for achievements and a strong focus on employee well-being.

Working Hours: Full-time, 37.5 hours per week, with flexible working options available.

📝 Enhancement Note: Salary range provided is based on industry standards for mid-level technical support roles in the United Kingdom.

🎯 Team & Company Context

🏢 Company Culture

Industry: Focus Group is a leading provider of essential business technology, offering digital workplace solutions to over 30,000 customers across the UK.

Company Size: Medium-sized company with over 1000 employees across 16 offices.

Founded: 2003

Team Structure:

Managed Services team, consisting of 1st, 2nd, and 3rd line support teams.
Cross-functional collaboration with other departments, including sales, marketing, and product development.

Development Methodology:

ITIL framework for service management.
Agile methodologies for project management and continuous improvement.

Company Website: The Focus Group

📝 Enhancement Note: Focus Group's company culture emphasizes customer satisfaction, continuous improvement, and employee development.

📈 Career & Growth Analysis

Technical Support Career Level: Mid-level, with opportunities for progression to senior technical support roles or team leadership positions.

Reporting Structure: Reports directly to the Managed Services Team Leader.

Technical Impact: Directly impacts customer satisfaction and service quality by providing timely and effective technical support.

Growth Opportunities:

Progression to senior technical support roles or team leadership positions.
Opportunities to specialize in specific areas of technical support or product development.
Access to training and development opportunities to enhance technical and soft skills.

📝 Enhancement Note: Career progression within Focus Group is based on individual performance, skills development, and business needs.

🌐 Work Environment

Office Type: Hybrid (On-site & Remote), with offices located across the UK.

Office Location(s): Exeter, Devon, United Kingdom

Workspace Context:

Modern, collaborative workspaces with access to the latest tools and technologies.
Flexible working arrangements, including remote work options.
Opportunities for cross-functional collaboration and knowledge sharing.

Work Schedule: Full-time, with flexible working options available. May include on-call rotations for 24/7 support.

📝 Enhancement Note: Focus Group's work environment encourages a healthy work-life balance and supports employees' well-being.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: Initial conversation to assess technical skills and cultural fit.
Technical Assessment: Hands-on assessment of troubleshooting and problem-solving skills.
Final Interview: In-depth discussion of role-specific requirements and company culture.

Portfolio Review Tips:

Not applicable for this role

Technical Challenge Preparation:

Brush up on technical troubleshooting skills and familiarize yourself with common hardware and software issues.
Prepare examples of successful case resolution and customer satisfaction.

ATS Keywords:

Technical Support, Customer Service, Troubleshooting, Configuration, Remote Desktop Support, ITIL Framework, Network Infrastructure, Issue Resolution, Communication, Problem Solving, Change Management, Escalation Management, Application Support, Hardware Support, Software Support, Case Management

📝 Enhancement Note: Focus Group's interview process is designed to assess technical skills, problem-solving abilities, and cultural fit.

🛠 Technology Stack & Web Infrastructure

Not applicable for this role

👥 Team Culture & Values

Technical Support Values:

Customer-centric approach to technical support.
Continuous improvement and learning.
Collaboration and teamwork.
Accountability and ownership.

Collaboration Style:

Cross-functional collaboration with other departments.
Regular team meetings and knowledge-sharing sessions.
Open and transparent communication.

📝 Enhancement Note: Focus Group's team culture emphasizes customer satisfaction, continuous improvement, and employee development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex hardware and software issues.
Managing high case volumes and tight SLAs.
Collaborating with multiple teams to resolve complex customer issues.

Learning & Development Opportunities:

On-the-job training and mentoring.
Access to online learning platforms and webinars.
Opportunities to attend industry conferences and events.

📝 Enhancement Note: Focus Group offers a range of learning and development opportunities to support employees' career growth and technical skills development.

💡 Interview Preparation

Technical Questions:

Troubleshooting: Describe a complex technical issue you've faced and how you resolved it.
Problem-Solving: Walk us through your approach to troubleshooting a hypothetical hardware or software issue.
Customer Service: How do you handle difficult or upset customers? Provide an example.

Company & Culture Questions:

Company Knowledge: What do you know about Focus Group and our products/services?
Cultural Fit: How do you approach collaboration and teamwork in a customer-facing role?
Career Goals: Where do you see yourself in five years, and how does this role fit into your career plans?

Portfolio Presentation Strategy:

Not applicable for this role

📝 Enhancement Note: Focus Group's interview process is designed to assess technical skills, problem-solving abilities, and cultural fit.

📌 Application Steps

To apply for this Technical Support Advisor 2nd Line IT position:

Submit your application through the application link provided.
Prepare for the phone/video screen by reviewing common technical support scenarios and practicing your problem-solving approach.
Familiarize yourself with Focus Group's products and services, as well as their company culture and values.
Prepare for the technical assessment by brushing up on your troubleshooting skills and practicing common customer service scenarios.
Research Focus Group's company history, mission, and values to demonstrate your interest and cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Advisor 2nd Line IT