Focus Group

Telecoms, IT, and cybersecurity solutions provider

Technical Support Advisor 2nd Line

IT Service Desk & End User SupportUpdated on Nov 13

Full-timeShoreham-by-Sea, UK£32k - £35k /yr

About the Job

Requirements

Experience with Windows Desktop versions 7, 8, and 10.
Experience troubleshooting Outlook.
Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, network domains, backup solutions, virtualization, firewalls, and routers.
Experience troubleshooting printers.
Ability to troubleshoot general PC issues.

Responsibilities

Own and manage escalated support cases through to resolution.
Troubleshoot issues across Microsoft 365, Windows, Active Directory, networking, and infrastructure environments.
Work closely with customer IT teams, Field Engineers, 3rd Line Support, and external suppliers.
Escalate cases appropriately, providing clear technical handovers and documentation.
Contribute to root cause analysis, problem management, and continuous service improvement.
Maintain accurate case records and ensure service levels are met.

Technical Support Advisor- 2nd Line

Location: Shoreham By Sea Hybrid

Salary: 32-35,000 depending on experience

(Job Level internal reference: Senior Associate)

At Focus Group, we're proud to be one of the UK's leading providers of IT, telecoms, connectivity and cybersecurity solutions. We support thousands of businesses across the country, combining technical expertise with a customer-first approach to deliver outstanding service and innovative technology solutions.

We're looking for an experienced Technical Support Advisor to join a dedicated 2nd Line customer support team, providing technical expertise on escalated incidents and service requests across Microsoft 365, Windows Server, desktop, networking and wireless technologies.

This is not a traditional service desk role. You'll work alongside customer IT teams, Focus Group engineers and third-party suppliers to investigate and resolve complex technical issues, taking ownership from initial diagnosis through to resolution.

Own and manage escalated support cases through to resolution.
Troubleshoot issues across Microsoft 365, Windows, Active Directory, networking and infrastructure environments.
Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers.
Escalate cases appropriately, providing clear technical handovers and documentation.
Contribute to root cause analysis, problem management and continuous service improvement.
Maintain accurate case records and ensure service levels are met.

Experience with Windows Desktop (7,8,10)
Experience with troubleshooting Outlook
Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, Network domains, backup solutions, virtualization, firewalls and routers.
Experience with troubleshooting printers
Troubleshooting general PC issues

About the Company

Focus Group

Telecoms, IT, and cybersecurity solutions provider

Focus Group is a UK technology services provider offering telecoms, connectivity, IT, cybersecurity, mobile services, and energy as a single package for businesses. It supports hosted or on-premise phone systems, VoIP, and Microsoft Teams integration, plus managed IT services, cloud (e.g., Microsoft 365), and disaster recovery, with a single bill and one point of contact. The company stands out by partnering with multiple network providers to tailor flexible, competitively priced bundles rather than relying on one vendor, and it has grown through active M&A with private equity backing. Its goal is to simplify technology management for UK organizations by providing an integrated, end-to-end solution for communications, IT, and security needs.

Company size: 1,001-5,000
Company stage: Growth Equity (Non-Venture Capital)
Total funding: $28.1M
Headquarters: Shoreham-by-Sea, United Kingdom
Founded: 2004

Recently Posted Jobs

Explore more opportunities at Focus Group

See more jobs