Technical Support Advisor, 2nd Line

Focus Group

Out-of-hours technical support specialist helping Focus Group’s UK business customers resolve IT, telecoms, and connectivity issues. Providing 1st/2nd line troubleshooting, incident management, and proactive alert monitoring on overnight shifts.

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

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support and troubleshooting for IT systems and networking, with a strong focus on customer service and incident management. Proficient in using ticketing systems and remote support tools while adhering to ITIL best practices.

Highest-signal resume keywords

Technical Support ExperienceITIL ProcessesTicketing SystemsRemote Support ToolsHosted Telephony Platforms

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

TroubleshootingIncident ManagementService Request ManagementNetworking KnowledgeIT Systems Knowledge

Soft Skills

Excellent Communication SkillsCustomer-Focused Approach

Tools & Technologies

Ticketing SystemsRemote Support ToolsHosted Telephony Platforms

Certifications & Qualifications

CompTIA CertificationMicrosoft Certification

Industry Keywords

IT SupportTelecomsConnectivity ServicesITIL Best Practices

About the role

Key responsibilities & impact

Provide 1st and 2nd line support across IT, telecoms and connectivity services
Troubleshoot and resolve technical issues via phone, email, chat and customer portal
Manage incidents, service requests and escalations efficiently
Work closely with internal teams and third-party suppliers to deliver rapid resolutions
Monitor alerts and ensure customer issues are handled proactively and professionally
Provide out-of-hours support during 7pm–7am shifts, including weekends and bank holidays

Requirements

What you’ll need

Experience in a technical support or service desk role
Strong knowledge of IT systems, networking, and troubleshooting
Experience using ticketing systems and remote support tools
Understanding of ITIL processes and best practices
Excellent communication skills and a customer-focused approach
Ability to work a 4-on, 4-off, 7pm–7am shift pattern, including weekends and bank holidays
CompTIA or Microsoft certifications are desirable
Experience with hosted telephony platforms such as Horizon, Wildix, LG, or Evolve IP is desirable

Benefits

Comp & perks

Shift allowance
Work remotely
Opportunity to work for a fast-growing technology provider
Investment in employees
Opportunity to support over 30,000 businesses across the UK