2nd Line Technical Support Advisor – Out of Hours

Focus Group

Out-of-hours 2nd line technical support specialist for Focus Group, a UK technology provider serving 30,000 businesses. Diagnosing telecoms, IT, connectivity, and managed-services incidents during overnight shifts.

Posted 8/5/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSenior💰 £30,000 - £32,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering technical support across IT infrastructure, networking, and managed services while maintaining high service levels and customer satisfaction. Proficient in ITIL principles and remote support tools, with a strong focus on effective communication and problem-solving.

Highest-signal resume keywords

Technical Support ExperienceITIL Principles KnowledgeRemote Support Tools ProficiencyCustomer-Centric Problem-SolvingUnified Communications Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Infrastructure UnderstandingNetworking KnowledgeBusiness Applications ExperienceIncident ManagementChange ManagementRequest ManagementTroubleshooting DocumentationService Continuity MaintenanceCloud-Based Voice TechnologiesHosted Telephony Support

Soft Skills

Excellent Communication SkillsComposure in Fast-Paced EnvironmentsProactive Approach

Tools & Technologies

Service Management PlatformsRemote Support ToolsTicketing Systems

Certifications & Qualifications

CompTIA CertificationsMicrosoft Technology Certifications

Industry Keywords

TelecomsITConnectivityManaged ServicesUnified CommunicationsHorizonLGWildixEvolve IPCloud-Based Collaboration

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Act as a key point of contact for customers via phone, email, live chat, and support portal
Deliver 1st and 2nd line technical support across telecoms, IT, connectivity, and managed services
Investigate, diagnose, and resolve incidents efficiently, escalating where necessary
Keep customers informed with clear, timely updates throughout the resolution process
Collaborate with internal teams and external suppliers to restore services as quickly as possible
Monitor alerts, incidents, and support queues to ensure service levels are maintained
Accurately document troubleshooting activities and resolutions within ticketing systems
Maintain service continuity and provide seamless customer support outside standard business hours

Requirements

What you’ll need

Previous experience in a technical support, service desk, or helpdesk environment
Strong understanding of IT infrastructure, networking, and business applications
Experience using remote support tools and service management platforms
Working knowledge of ITIL principles, including Incident, Change, and Request Management
Excellent communication skills, with the ability to explain technical concepts clearly and accessibly
Ability to remain composed in a fast-paced environment and manage competing priorities
Proactive, customer-centric approach to problem-solving
CompTIA certifications or Microsoft technology certifications are desirable
Experience supporting hosted telephony or unified communications platforms such as Horizon, LG, Wildix, or Evolve IP is desirable
Exposure to cloud-based voice and collaboration technologies is desirable

Benefits

Comp & perks

£30,000 - £32,000 per annum plus shift allowance
Rotating 4-on, 4-off schedule
12-hour night shifts from 7:00pm to 7:00am
Remote working (UK-based)
Weekends and bank holidays included in the rota