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.