Technical Support Advisor 2nd Line Telco

Overview

Technical Support Advisor 2nd Line TelcoLocation - Any Focus OfficeBase pay range and pay range information provided by Focus Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Benefits

Generous Holidays

Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthdayGive Back

Enjoy paid volunteering days to support causes you care aboutReferral Rewards

Benefit from our Refer a Friend scheme and earn money for bringing great talent to our teamSocial Events

Join in on regular social events and connect with your colleagues in a fun and relaxed environmentAbout Us

Established in 2003, Focus Group is one of the UK''s fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.Job Purpose

In this role, you''''ll provide a first-class service to Focus Group customers through handling of 2nd line service queries, as part of our Product Services team. You''''ll provide advanced technical support and issue resolution.Key ResponsibilitiesResponsible 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, as a minimum, to meet any agreed personal call targets.To 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 possibleSkills and Experience

Experience in a customer facing technical support role, supporting telecoms or connectivity.High level knowledge of broadband and leased line technology and confidence in router configuration.Proficiency in network troubleshooting, including IP addressing, DHCP allocation and Meraki SDN/SD-WAN.Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.Good understanding of on-premise phone systems including a basic knowledge of configurationAt Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we''''re here to help.Ready to make a real impact? Apply now!We’re looking for candidates who are ready to contribute to a dynamic tech ..... full job details .....