Focus Group

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.

Technical Support Advisor, 2nd Line – Telco

Sales

• Deliver outstanding customer service at all times
• Provision of mobile orders for all major networks via Wholesale and Distribution carriers
• Assist and support mobile sales team
• Direct interaction with client and sales team via email, calls and face to face
• Managing customer accounts
• Updating system for handset orders and invoicing
• Handset purchasing through 3rd party suppliers
• Answering questions about products and services
• Monitoring calls and ensuring call waiting is kept to a minimum
• Communicating with different sectors of the business

Sales Support, Mobiles

• Provide 3rd-level technical support across Microsoft Azure, DevOps, Terraform, and IaC environments
• Troubleshoot and resolve complex technical issues quickly and effectively
• Monitor and maintain cloud infrastructure to ensure security, performance, and reliability
• Use automation tools (Terraform, ARM/Bicep, Azure CLI) to deliver scalable and consistent infrastructure solutions
• Collaborate with DevOps teams to optimise CI/CD pipelines and streamline development lifecycles
• Ensure cloud environments comply with security and governance best practices
• Create clear documentation and share knowledge with colleagues and stakeholders
• Stay at the forefront of emerging cloud technologies and apply them to improve support services

Technical Support Advisor, 2nd Line – Telco

Sales Support, Mobiles

Support Engineer, 3rd Line