Technical Support Advisor 3rd Line IT

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Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.

We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams are at the heart of Focus Group. Our people make the difference.

We offer a large selection of benefits to our employees which can be found on our website, to encourage great employees to join us and maintain a healthy, happy workspace.

We are now recruiting for a Technical Support Advisor 3rd Line IT.

The purpose of this department / team is to provide 3rd line support and excellent customer service in the areas of; IT, including Office 365, Windows Server, Desktop Support, Networking, and Wireless Systems.

Main duties of this role are:

• Manage tickets assigned and ensure system is organised and up to date.

• Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.

• To diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed of progress. Be able to identify when a fault cannot be fixed remotely and route straight into Field Engineering Co-ordinator for booking.

• To work with the Technical Lead on any handover from projects to operations.

• To fully investigate root cause issues and resolve accordingly.

• To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.

• To adhere and contribute to the company’s quality system and processes, and their maintenance.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We welcome all applications and if you struggle to apply online, please contact us for a chat or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

Job Types: Full-time, Permanent

Salary: £30,000.00-£45,000.00 per year

Benefits:

• Additional leave
• Canteen
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free or subsidised travel
• Free parking
• Gym membership
• On-site parking
• Profit sharing
• Referral programme
• Store discount
• Wellness programme
• Work from home

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Yearly bonus

Work Location: One location