1st line support Work, Jobs in Pennsylvania, 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
Service Desk Analyst
BT —Exeter
- £31,529 a year
- Analysis skills
- Continuous improvement
- Gym membership
Service Desk Analyst
SDI —Exeter
- £28,000 - £32,000 a year
- Full-time
- Software troubleshooting
- Analysis skills
- Computer networking
Quick apply
4d
Service Desk Analyst
South West Water —Exeter
- £28,452 - £32,000 a year
- Computer Science
- Analysis skills
- Bachelor's degree
- Employee discount
4d
IT Cloud & Infrastructure Engineer
University of Exeter —Exeter
- From £33,951 a year
- Hybrid work
- Maintenance
- Annual leave
11d
Engagement Manager (Developing Business-Aware Academics Project)
University of Exeter —Exeter
- From £43,482 a year
- Hybrid work
- Recruiting
- Annual leave
4d
Head of Flight Operations
Devon Air Ambulance —Exeter
- £99,450 a year
- Full-time
- Recruiting
- Leadership
- Relocation assistance
- Annual leave
Vehicle Maintenance Technician - HGV
FedEx EU —Exeter
- £21.70 an hour
- Full-time
- Free parking
- Employee assistance programme
Implementation Postdoctoral Research Fellow
University of Exeter —Exeter
- £43,482 - £46,049 a year
- Call to connect
- Doctoral degree
- Research
- University
Vehicle Maintenance Technician Advanced
FedEx EU —Exeter
- £24.93 an hour
- Full-time
- Free parking
- Employee assistance programme
Teacher
The Harbour Schools Partnership —Cullompton
- £32,916 - £51,048 a year
- Full-time
- Organisational skills
- Communication skills
- School
Senior Manager
Darnells Chartered Accountants —Newton Abbot
- Business development
- Organisational skills
- Computer skills
- Flexible schedule
- Referral programme

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Service Desk Analyst
BT —Exeter
The primary function of the Customer Service Analyst is the handling of incoming contacts and Service Requests via telephone, My IT and LiveChat, ensuring that…
£31,529 a year
Service Desk Analyst
SDI —Exeter
Resolve 70-80% of incoming calls, tickets and walk-ins efficiently - escalating the more complex incidents and service requests to appropriate 2nd/3rd line.
£28,000 - £32,000 a year
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4d

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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!

Quick apply

Refine Your Search

1st line support jobs in pennsylvania, dev

Technical Support Advisor 2nd Line Telco

Service Desk Analyst

Service Desk Analyst

Service Desk Analyst

IT Cloud & Infrastructure Engineer

Engagement Manager (Developing Business-Aware Academics Project)

Head of Flight Operations

Vehicle Maintenance Technician - HGV

Implementation Postdoctoral Research Fellow

Vehicle Maintenance Technician Advanced

Teacher

Senior Manager

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