2nd line support Work, Jobs in Branscombe, Dev (with Salaries)

Technical Support Advisor 2nd Line Telco
Focus Group —Exeter
- £28,000 - £32,000 a year
- Full-time
- Hybrid work
- Work from home
Quick apply
2nd Line Support Analyst - Deskside
SDI —Exeter
- £32,000 - £35,500 a year
- Full-time
- Computer networking
- In-person
- Communication skills
Quick apply
5d
Senior IT Support Engineer
Pell Frischmann —Exeter
- Full-time
- Hybrid work
- Continuous improvement
- Mentoring
- Computer networking
IT Cloud & Infrastructure Engineer
University of Exeter —Exeter
- From £33,951 a year
- Hybrid work
- Maintenance
- Annual leave
12d

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Technical Support Advisor 2nd Line Telco
Focus Group —Exeter
Working as a Technical Support Advisor 2nd Line Telco, you'll provide a first-class service to Focus Group customers through handling of 2nd line service…
£28,000 - £32,000 a year
Quick apply

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2nd line support jobs near branscombe, dev

Technical Support Advisor 2nd Line Telco

Focus Group -
Exeter

Quick apply

Job details

Full-time
£28,000 - £32,000 a year

Benefits

Work from home

Qualifications

Technical troubleshooting
Customer service call handling
Inbound customer enquiry call handling
Incident queue management
IT service management
Ticket management
Case record updates
Ticket management systems
Technical support incident logging
Telecommunication
Customer support
Customer interaction
Help desk

Full job description

We’re Hiring – Technical Support Advisor 2nd Line Telco

Salary – up to £30,000 (DOE)

Location – Based out of either Shoreham, Exeter or Manchester

Hybrid working- 3 days in the office 2 wfh

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,4000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

Working as a Technical Support Advisor 2nd Line Telco, 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 Responsibilities:

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 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.
Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
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.

Skills & Experience:

Experience in a customer facing technical support role, supporting telecoms or connectivity.
Accreditations in cloud-based phone solutions including Horizon, LG, Wildix, EvolveIP.
Good understanding of on-pre phone systems including a basic knowledge of configuration.
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 utilising ITIL methodology, regarding incident, change and request management.
Solid understanding of ITSM/CSM Case (ticket) management systems.
Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good customer experience.

Benefits

Don't worry if you don't meet every requirement-your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you.

At 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!

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2nd line support jobs in branscombe, dev

Technical Support Advisor 2nd Line Telco

2nd Line Support Analyst - Deskside

Senior IT Support Engineer

IT Cloud & Infrastructure Engineer

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