Technical Support Advisor 2nd Line IT job opportunity at focus group.

Home Jobs In United Kingdom Tag: Job Technical Support Advisor 2nd Line IT position at focus group


Date2026-02-24T09:34:08.751Z bot
focus group Technical Support Advisor 2nd Line IT
Experience: General
Pattern: Full-time
Country:
apply Apply Now
Salary:
Status:

Job

Copy Link Report
degreeHigh School (S.S.C.E)
loacation Manchester, United Kingdom
loacation Manchester....United Kingdom

We’re Hiring – Technical Support Advisor 2nd Line IT Salary – up to £33,000 (DOE) Location – Manchester Key Benefits: Generous Holidays:  Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday. Give Back:  Enjoy paid volunteering days to support causes you care about. Referral Rewards:  Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team. Social Events:  Join in on regular social events and connect with your colleagues in a fun and relaxed environment. Job Purpose: We are seeking a Technical Support Advisor 2nd Line IT to join Matrix247, a Focus Group company. In this role, you'll provide a first-class service to our customers by managing escalated queries, delivering advanced troubleshooting, and ensuring effective resolutions. Working across the Microsoft ecosystem, including Microsoft 365, Azure AD/Entra ID, and Windows Server, you'll play a key part in maintaining a seamless, high-quality customer experience while showcasing your expertise in modern IT support. 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. Drive outbound calling to resolve cases in a timely manner and avoid delays where possible. Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations. Assist in setup and installation of MFD (Photocopiers) at customers' site. 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!

Other Ai Matches

Business Development Manager Applicants are expected to have a solid experience in handling Job related tasks
Sales Account Executive Applicants are expected to have a solid experience in handling Job related tasks
Sales Executive Applicants are expected to have a solid experience in handling Job related tasks
Mobile Sales Specialist Applicants are expected to have a solid experience in handling Job related tasks
IT Onsite Technical Support Engineer (Brighton) Applicants are expected to have a solid experience in handling Job related tasks
IT Account Manager Applicants are expected to have a solid experience in handling Job related tasks
Mobile Sales Specialist Applicants are expected to have a solid experience in handling Job related tasks
Sales Executive Applicants are expected to have a solid experience in handling Job related tasks
Customer Service Executive Applicants are expected to have a solid experience in handling Job related tasks
Director of AI Applicants are expected to have a solid experience in handling Job related tasks
Customer Service Executive Applicants are expected to have a solid experience in handling Job related tasks
Graduate Developer - AI Implementation Engineer Applicants are expected to have a solid experience in handling Job related tasks
Business Development Manager Applicants are expected to have a solid experience in handling Job related tasks
Pre-Sales Specialist (Voice & Data) Applicants are expected to have a solid experience in handling Job related tasks
Assistant Management Accountant - 14 Month FTC Applicants are expected to have a solid experience in handling Job related tasks
Business Intelligence Analyst Applicants are expected to have a solid experience in handling Job related tasks
Transformation Lead Applicants are expected to have a solid experience in handling Job related tasks
Sales Order Processor (Mobiles) Applicants are expected to have a solid experience in handling Job related tasks
IT Solutions Engineer (Aberdeen Area) Applicants are expected to have a solid experience in handling Job related tasks
Business Development Manager Applicants are expected to have a solid experience in handling Job related tasks
Business Development Executive Applicants are expected to have a solid experience in handling Job related tasks
IT & Cyber Pre-Sales Team Leader Applicants are expected to have a solid experience in handling Job related tasks
Business Development Manager Applicants are expected to have a solid experience in handling Job related tasks