Technical Support Advisor – 2nd Line IT

Focus Group

2nd Line IT Technical Support Advisor delivering exceptional service by handling 2nd line service queries. Working 12 hour shifts on a rotating schedule with Focus Group.

Posted 4/29/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSenior💰 £32,000 per yearWebsite

About the role

Key responsibilities & impact

Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
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.
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

Requirements

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootinghardware supportsoftware supportsystem configurationapplication configurationnetwork infrastructureremote desktop supporttechnical issue resolutioncase managementSLA management

Soft Skills

customer communicationproblem-solvinganalytical skillsescalation managementtime managementinterpersonal skillstechnical expertiseinformation gatheringcustomer serviceproactive approach

Certifications

ITIL certification