Focus Group

Telecoms, IT, and cybersecurity solutions provider

IT Onsite Technical Support Engineer

IT Service Desk & End User SupportUpdated on Nov 13

Full-timeShoreham-by-Sea, UK£35k /yr

About the Job

Requirements

Previous experience in an IT support role.
Experience supporting Windows desktops and troubleshooting Outlook, printers, and general PC issues.
Working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, network domains, backup solutions, virtualisation, firewalls, and routers.
An excellent telephone manner and the ability to diagnose faults over the phone.
Strong customer service skills, with the ability to stay calm, build a reassuring rapport, and give customers confidence while an issue is resolved.
A quick, analytical, and methodical approach to gathering information, finding the cause, and taking timely action.
Experience reporting issues to suppliers and following up until incidents are resolved, while keeping the customer informed.
Clear communication with customers and colleagues, adjusting language and level of detail to suit the audience.
Accurate numeracy, written communication, and data entry.
Good organisation, attention to detail, and the ability to prioritise and meet deadlines.
The ability to work independently or as part of a wider team, and to adapt as processes change.
Willingness to provide exceptional service to customers and the business.

Responsibilities

Manage the support ticket queue for the assigned customer, escalating issues to other teams when needed.
Own and resolve assigned tickets, keeping the support system organised and up to date.
Diagnose, log, and follow each fault and request through to resolution, keeping the customer informed of progress.
Provide desk-side, telephone, and remote support to the customer’s users.
Promptly inform the line manager about outstanding faults or faults that have exceeded service-level targets.
Carry out daily customer checks, including backup and security checks.
Deploy new equipment at the customer’s site, including desktops, laptops, and peripherals.
Support project delivery for the assigned customer.
Follow and contribute to quality systems and processes.
Promote best practice and continuous service improvement within the team.
Take ownership of the success of the service provided to the customer.

Desired Qualifications

Experience with Mac, Linux, or Android.
Experience with backup tools such as Veeam.
Experience with Cisco or SonicWall firewalls.
Experience with broadband and Ethernet connectivity, SQL, VoIP, or storage area networks (SANs).
Strong broader networking knowledge.

IT Onsite Technical Support Engineer

Shoreham | £35,000 | Hybrid

Introduction

Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in artificial intelligence (AI) to transform how we operate and how we serve our 30,000 small and medium-sized business customers.

We’re looking for an IT Onsite Technical Support Engineer to be the face of Focus Group for one of our key customers. You’ll be based with them, providing first and second line support, which means resolving everyday faults yourself and picking up the more involved issues that need extra investigation. You’ll support their team across IT, including Office 365, Windows Server, desktops, networking and wireless. If you enjoy owning the service a customer receives and building real relationships, this role is for you.

Manage the support ticket queue for your key customer, escalating to other teams where needed
Own and resolve the tickets assigned to you, keeping our system organised and up to date
Diagnose, log and follow every fault and request through to resolution, keeping the customer informed of progress
Provide desk-side, telephone and remote support to your customer’s users
Tell your line manager promptly about any outstanding faults or any that have gone past their service level targets
Carry out daily checks for your customer, including backup and security checks
Deploy new equipment at the customer’s site, including desktops, laptops and peripherals
Support the delivery of projects for your key customer
Follow and contribute to our quality systems and processes
Promote best practice and continuous service improvement within the team
Take ownership of the success of the service we provide to your customer

Previous experience in an IT support role
Experience supporting Windows desktops and troubleshooting Outlook, printers and general PC issues
Working knowledge of Active Directory (which manages users and access), Exchange, Office 365, Group Policy, DNS (Domain Name System), network domains, backup solutions, virtualisation, firewalls and routers
An excellent telephone manner and the ability to diagnose faults over the phone
Strong customer service skills, with the ability to stay calm, build a reassuring rapport and give customers confidence while an issue is resolved
A quick, analytical and methodical approach to gathering information, finding the cause and taking timely action
Solid experience of reporting issues to suppliers and chasing them until incidents are resolved, keeping the customer informed
Clear communication with customers and colleagues, adjusting your language and level of detail to suit your audience
Accurate numeracy, written communication and data entry
Good organisation, attention to detail and the ability to prioritise and meet deadlines
The ability to work independently or as part of a wider team, and to adapt as processes change
A willingness to go the extra mile for customers and the business

It would also be great, but isn’t essential, if you have experience with Mac, Linux or Android, backup tools such as Veeam, Cisco or SonicWall firewalls, broadband and Ethernet connectivity, SQL (a database language), VoIP (phone calls over the internet) or storage area networks (SANs), or if you have strong networking knowledge more broadly.

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

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