# Technical Support Advisor 2nd Line FTC

> Focus Group · Shoreham-by-Sea, United Kingdom (Hybrid) · Full-time · Posted 2026-05-27

**Salary:** GBP 35,000–40,000

**Workplace:** hybrid

**Department:** Managed Services

## Description

**We’re Hiring – Technical Support Advisor 2nd Line IT on a \*\*4 month Fixed Term Contract\*\***

**Salary – up to £40,000**

**Location – Shoreham-by-Sea**

**Fixed Term Contract until October**

**(Internal Job Level Reference : Senior Associate)**

**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 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

**Job Purpose:**

Working as a **Technical Support Advisor 2nd Line IT**, you'll provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of our Managed 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.
-   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 possible.
-   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.
-   In depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and confident to troubleshoot/configure/install.
-   Experience with remote desktop support tools.
-   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 overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
-   Knowledge of ITIL framework and best practices.
-   Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good customer experience.

**Nice to have:**

-   Industry certifications such as MCITP, CompTIA Network+  
    

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!**

## Apply

[Apply at Focus Group](https://apply.workable.com/focus-group/j/5D744126D3/apply)

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