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Focus Group
Technical Support Advisor 2nd Line IT
Truro
Hybrid
Description
Hybrid requirements: This role has flexible working patterns.
In this role, you’ll be providing first-class service to Focus Group customers through handling of 2nd line service queries as part of our Managed Services team. To provide advanced technical support and issue resolution.
Principal 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.
Report issues to suppliers, chasing and doing all that is possible to ensure cases are resolved in a timely manner and that the customer is kept informed.
Cases are managed in line with agreed SLAs and are functionally escalated to 3rd line, with sufficient SLA remaining.
Document required changes in line with Focus Groups Change Management process.
Requirements
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.
Focus Group
Technical Support Advisor 2nd Line IT
Truro
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