# 2nd line Technical Support Advisor OOH

**Company:** [Focus Group](http://jobs.workable.com/companies/j6TQo4sVqdUNdqSiMkwWkZ.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Operations

[Apply for this job](http://jobs.workable.com/view/d400a7ff-0235-402e-9c66-6c3c5f41336c)

## Description

### Out of Hours 2nd Line Technical Support Specialist

**Location:** Remote, UK  
**Salary:** £30,000 - £32,000 + Shift Allowance

**Shift Pattern:** 4 on, 4 off | 7pm - 7am | Includes weekends and bank holidays

Are you a skilled problem-solver with a passion for technology and customer service? Join Focus Group's Out of Hours team and help keep our customers connected and supported when they need us most.

### What You'll Do

-   Provide 1st and 2nd line support across IT, telecoms and connectivity services.
-   Troubleshoot and resolve technical issues via phone, email, chat and customer portal.
-   Manage incidents, service requests and escalations efficiently.
-   Work closely with internal teams and third-party suppliers to deliver rapid resolutions.
-   Monitor alerts and ensure customer issues are handled proactively and professionally.

### What You'll Bring

-   Experience in a technical support or service desk role.
-   Strong knowledge of IT systems, networking and troubleshooting.
-   Experience using ticketing systems and remote support tools.
-   Understanding of ITIL processes and best practices.
-   Excellent communication skills and a customer-focused approach.

### Desirable

-   CompTIA or Microsoft certifications.
-   Experience with hosted telephony platforms such as Horizon, Wildix, LG or Evolve IP.

### Why Focus Group?

Focus Group supports over 30,000 businesses across the UK and is one of the country's fastest-growing technology providers. With over 1,000 employees, we're committed to innovation, exceptional service and investing in our people.

**If you're looking for a role where you can make an impact, solve technical challenges and deliver outstanding customer support outside standard business hours, we'd love to hear from you.**