Description Job Title: Technical Support Advisor 2nd Line IT (4 On/4 Off) Salary: Up to £34,000 (DOE) plus shift allowance Shift Allowance: +10% for days worked Monday to Friday +15% for days worked on weekends and bank holidays This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off, from 7:00am to 7:00pm. Shifts will include weekends and public holidays. Location: Fully Remote (UK) Key Benefits: Give Back: Enjoy paid volunteering days to support causes you care about. Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team. Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment. About Us: Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry. Job Purpose: As a 2nd Line IT Technical Support Advisor , you'll be working 12 hour shifts on a rotating schedule of 4 days on, 4 days off , from 7:00am to 7:00pm. In this role, you'll deliver exceptional service to Focus Group customers by handling 2nd line service queries and providing advanced technical support and issue resolution. Key Responsibilities: Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order. 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. 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 Skills