Focus Group

Technical Support Advisor, 2nd Line IT

Focus Group

full-time

Posted on:

Location Type: Hybrid

Location: Manchester • 🇬🇧 United Kingdom

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Salary

💰 £33,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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.
  • Assist in setup and installation of MFD (Photocopiers) at customers' site.

Requirements

  • Experience in a customer facing technical support role.
  • In depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and confident to troubleshoot/configure/install.
  • Experience with remote desktop support tools.
  • 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 overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
  • Knowledge of ITIL framework and best practices.
  • Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good 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
troubleshootinghardware supportsoftware supportsystem configurationapplication configurationnetwork infrastructureremote desktop supportinstallationtechnical problem solvingcase management
Soft skills
customer communicationinformation gatheringescalation assessmentanalytical skillstime managementprioritizationteam collaborationcustomer serviceproblem resolutionadaptability