Support Engineer

• Provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of the Product Services team.
• 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 meet any agreed personal call targets.
• Diagnose, log, action and follow through to resolution cases, including escalations while keeping the customer informed of progress; identify when a case cannot be fixed remotely and route to Field Allocation for a site visit.
• Troubleshoot hardware and software problems and configure applications and systems.
• Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.

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