Focus Group

Support Engineer

• Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
• 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.
• Document required changes in line with Focus Groups Change Management process.

Technical Support Advisor, 2nd Line IT

Field Engineer

• Installing and configuring IT solutions across Windows, Azure, networking, and telephony
• Delivering onsite and remote support for SME to enterprise customers across the South West
• Leading fault resolution for time-critical hardware and service failures
• Playing a key role in multi-technology, multi-site project delivery
• Auditing and documenting client infrastructure with precision
• Collaborating with Project Managers, Service Desk, and 3rd Line Engineers

IT Field Engineer

Manager

• Drive growth across Focus Group’s connectivity portfolio in a high-impact role, working closely with the Head of Connectivity to support and enable BDMs.
• Create and maintain sales enablement materials, including battlecards, objection handlers, ROI calculators, and competitive guides.
• Deliver regular product and commercial training sessions to BDMs and regional teams.
• Act as the primary commercial support contact for connectivity opportunities, providing guidance on complex deals and tender responses.
• Support BDMs with customer presentations, deal qualification, and sales playbook implementation.
• Identify upsell and cross-sell opportunities through white space analysis across the existing customer base.
• Support targeted sales campaigns for new business and account penetration.
• Collaborate with BDMs on strategic opportunities to improve win rates.
• Track and report on pipeline health, campaign performance, and conversion metrics.
• Escalate barriers to sales success with actionable recommendations.
• Manage the rollout of new connectivity products, working closely with Product, Marketing, and Sales teams.
• Implement go-to-market plans with clear timelines, deliverables, and agreed messaging.
• Ensure adoption of connectivity campaigns and materials by the sales teams.
• Monitor industry trends, competitor activity, and regulatory changes, including PSTN/WLR switch-off impacts.

Connectivity Enablement Manager

Sales Operations Manager

• Create and maintain sales enablement materials, including battlecards, objection handlers, ROI calculators, and competitive guides.
• Deliver regular product and commercial training sessions to BDMs and regional teams.
• Act as the primary commercial support contact for connectivity opportunities, providing guidance on complex deals and tender responses.
• Support BDMs with customer presentations, deal qualification, and sales playbook implementation.
• Identify upsell and cross-sell opportunities through white space analysis across the existing customer base.
• Support targeted sales campaigns for new business and account penetration.
• Collaborate with BDMs on strategic opportunities to improve win rates.
• Track and report on pipeline health, campaign performance, and conversion metrics.
• Escalate barriers to sales success with actionable recommendations.
• Manage the rollout of new connectivity products, working closely with Product, Marketing, and Sales teams.
• Implement go-to-market plans with clear timelines, deliverables, and agreed messaging.
• Ensure adoption of connectivity campaigns and materials by the sales teams.
• Monitor industry trends, competitor activity, and regulatory changes, including PSTN/WLR switch-off impacts.
• Gather customer feedback and sales team insights through regular engagement.
• Maintain up-to-date knowledge of wholesale supplier capabilities and market positioning.

Sales Enablement Manager – Connectivity

• Drive growth across Focus Group’s connectivity portfolio in a high-impact role.
• Work closely with the Head of Network Services to support and enable BDMs.
• Create and maintain sales enablement materials, including battlecards, objection handlers, ROI calculators, and competitive guides.
• Deliver regular product and commercial training sessions to BDMs and regional teams.
• Act as the primary commercial support contact for connectivity opportunities.
• Identify upsell and cross-sell opportunities through white space analysis.
• Support targeted sales campaigns for new business and account penetration.
• Collaborate with BDMs on strategic opportunities to improve win rates.
• Track and report on pipeline health, campaign performance, and conversion metrics.
• Manage the rollout of new connectivity products.
• Implement go-to-market plans with clear timelines, deliverables, and agreed messaging.
• Monitor industry trends, competitor activity, and regulatory changes.

Channel Manager

• **Remote Support & Troubleshooting**
• - Resolve customer issues across cloud telephony and AI voice platforms.
• - Handle helpdesk calls, emails, and tickets with speed and clarity.
• - Escalate complex cases while maintaining full ownership until resolution.
• **Cloud & AI System Configuration**
• - Deploy and configure customer systems remotely, including users, call routing, and integrations.
• - Set up and optimise AI voice agents and automated workflows.
• - Test systems thoroughly and document all configurations.
• **Customer Success & Training**
• - Provide proactive updates and maintain strong customer relationships.
• - Deliver remote training and guidance for users of all technical levels.
• - Create clear reports, documentation, and troubleshooting records.
• **Collaboration & Continuous Improvement**
• - Work closely with engineering teams to improve systems and processes.
• - Support ongoing enhancements to AI voice solutions

Technical Support Engineer – Cloud & AI Voice Systems

Customer Support

• Delivering 3rd-line support across Microsoft Azure, DevOps & Terraform environments
• Monitoring and maintaining cloud infrastructure — proactively, not reactively
• Building and automating IaC deployments for consistency and scale
• Collaborating with DevOps teams to optimise CI/CD pipelines
• Owning security and compliance across cloud environments
• Sharing knowledge, mentoring colleagues, and keeping documentation sharp

Senior Azure Support Specialist

People Operations

• Acting as the go-to expert for all ER matters — guiding managers through complex cases with confidence and credibility
• Coaching people managers to build their capability, not their reliance on HR
• Partnering with a senior HRBP to deliver on the Operations people plan
• Owning project workstreams that drive meaningful change across the business
• Using data and insight to make evidence-based recommendations

People Advisor

Pre-sales Engineer

• Meeting with prospective and existing customers (remotely and face-to-face) to understand their technical and business needs
• Designing tailored solutions across Microsoft 365, Azure, networking, and cyber products
• Producing high-quality proposals including solution overviews, network diagrams, statements of work, and pricing
• Presenting solutions confidently, articulating cost savings and business benefits to both technical and non-technical audiences
• Supporting the sales team throughout the deal cycle and ensuring a smooth handover to delivery

Technical Support Advisor, 2nd Line IT

IT Field Engineer

IT Field Engineer

Connectivity Enablement Manager

Sales Enablement Manager – Connectivity

Channel Manager

Technical Support Engineer – Cloud & AI Voice Systems

Senior Azure Support Specialist

IT Field Engineer

People Advisor

IT and Cyber Pre-Sales Engineer