Focus Group

Technical Support Advisor, 2nd Line – Telco

Focus Group

full-time

Posted on:

Location Type: Hybrid

Location: Shoreham-by-Sea • 🇬🇧 United Kingdom

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Salary

💰 £28,000 per year

Job Level

Mid-LevelSenior

Tech Stack

ITSM

About the role

  • Handle cases functionally escalated from 1st line, ensuring these are assigned, prioritised, and resolved efficiently.
  • Provide technical support for Hosted Health customers, diagnosing and resolving hosted voice issues for healthcare sector customers.
  • Investigate and resolve issues that cannot be fixed remotely, arranging site visits where necessary.
  • Ensure accurate logging, updates, and closure of cases, keeping customers informed at every stage.
  • Proactively make outbound calls to progress cases and avoid unnecessary delays.
  • Work closely with suppliers to escalate and resolve service-impacting issues, maintaining strong communication with the customer.
  • Configure hosted telephony systems and carry out changes in line with customer requirements.
  • Support service adoption and optimisation for healthcare customers using hosted voice solutions

Requirements

  • Experience in a customer-facing telecoms technical support role (not general IT support).
  • Strong working knowledge of Gamma Horizon; Horizon Contact experience highly desirable.
  • Preferably experience supporting healthcare sector customers in a technical capacity (telecoms/PBX hosted voice).
  • Understanding of on-premises phone systems and PBX basics.
  • Strong customer service skills with the ability to translate technical information clearly and effectively.
  • Experience with ITSM/CSM case management tools and incident management processes.
  • Able to assess when to escalate to 3rd line to maintain a positive customer experience.
Benefits
  • Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
  • Give Back: Enjoy paid volunteering days to support causes you care about.
  • Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
  • Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
telecoms technical supporthosted voice solutionsGamma HorizonPBXon-premises phone systemsincident managementcase managementtechnical diagnosisservice optimisationconfiguration of telephony systems
Soft skills
customer servicecommunicationproblem-solvingprioritisationescalation managementproactive engagementcase managementtechnical translationcollaborationcustomer relationship management