# 2nd line Technical Support Advisor Out of Hours

> Focus Group · United Kingdom (Remote) · Full-time · Posted 2026-08-05

**Salary:** GBP 30,000–30,000

**Workplace:** remote

**Department:** Out of Hours

## Description

### **We're Hiring: Out of Hours Technical Support Specialist (2nd Line)**

**Salary:** £30,000 - £32,000 per annum (depending on experience) plus shift allowance

  
**Location:** Remote (UK-based)

**Job Level:** Senior Associate

### **Shift Pattern**

This role operates on a rotating **4-on, 4-off schedule**, working **12-hour night shifts from 7:00pm to 7:00am**. The rota includes weekends and bank holidays.

### **About the Role**

Are you someone who enjoys diagnosing technical issues, finding effective solutions, and providing outstanding support when customers need it most? We're looking for a dedicated and technically minded **Out of Hours Technical Support Specialist** to join our overnight support team.

In this role, you'll play a vital part in maintaining service continuity, resolving technical challenges, and ensuring customers receive a seamless support experience outside standard business hours.

### **What You'll Be Doing**

-   Act as a key point of contact for customers via phone, email, live chat, and support portal.
-   Deliver 1st and 2nd line technical support across telecoms, IT, connectivity, and managed services.
-   Investigate, diagnose, and resolve incidents efficiently, escalating where necessary.
-   Keep customers informed with clear, timely updates throughout the resolution process.
-   Collaborate with internal teams and external suppliers to restore services as quickly as possible.
-   Monitor alerts, incidents, and support queues to ensure service levels are maintained.
-   Accurately document troubleshooting activities and resolutions within ticketing systems.

### **What We're Looking For**

-   Previous experience in a technical support, service desk, or helpdesk environment.
-   Strong understanding of IT infrastructure, networking, and business applications.
-   Experience using remote support tools and service management platforms.
-   Working knowledge of ITIL principles, including Incident, Change, and Request Management.
-   Excellent communication skills, with the ability to explain technical concepts in a clear and accessible way.
-   Ability to remain composed in a fast-paced environment and effectively manage competing priorities.
-   A proactive, customer-centric approach to problem-solving.

### **Desirable Skills & Qualifications**

-   CompTIA certifications or Microsoft technology certifications.
-   Experience supporting hosted telephony or unified communications platforms such as Horizon, LG, Wildix, or Evolve IP.
-   Exposure to cloud-based voice and collaboration technologies.

### **Why Join Focus Group?**

Founded in 2003, Focus Group has grown into one of the UK's leading technology providers, supporting over **30,000 businesses nationwide**. With more than **1,000 employees** and a **$1 billion valuation**, we're continuing to invest in our people, technology, and customer experience.

Our success is built on innovation, collaboration, and a commitment to delivering exceptional service. When you join Focus Group, you'll become part of a forward-thinking organisation where your skills and contribution genuinely make an impact.

### **Ready to Make a Difference?**

If you're a technically skilled professional who enjoys resolving issues, supporting customers, and thriving in an out-of-hours environment, we'd love to hear from you.

**Apply today and become part of the team that keeps our customers connected, supported, and operational around the clock.**

**IND1**

## Apply

[Apply at Focus Group](https://apply.workable.com/focus-group/j/242B165B05/apply)

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