Out of Hours 2nd Line Technical Support Specialist
Location: Remote, UK Salary: £30,000 - £32,000 + Shift Allowance
Shift Pattern: 4 on, 4 off | 7pm - 7am | Includes weekends and bank holidays
Are you a skilled problem-solver with a passion for technology and customer service? Join Focus Group's Out of Hours team and help keep our customers connected and supported when they need us most.
What You'll Do
Provide 1st and 2nd line support across IT, telecoms and connectivity services.
Troubleshoot and resolve technical issues via phone, email, chat and customer portal.
Manage incidents, service requests and escalations efficiently.
Work closely with internal teams and third-party suppliers to deliver rapid resolutions.
Monitor alerts and ensure customer issues are handled proactively and professionally.
What You'll Bring
Experience in a technical support or service desk role.
Strong knowledge of IT systems, networking and troubleshooting.
Experience using ticketing systems and remote support tools.
Understanding of ITIL processes and best practices.
Excellent communication skills and a customer-focused approach.
Desirable
CompTIA or Microsoft certifications.
Experience with hosted telephony platforms such as Horizon, Wildix, LG or Evolve IP.
Why Focus Group?
Focus Group supports over 30,000 businesses across the UK and is one of the country's fastest-growing technology providers. With over 1,000 employees, we're committed to innovation, exceptional service and investing in our people.
If you're looking for a role where you can make an impact, solve technical challenges and deliver outstanding customer support outside standard business hours, we'd love to hear from you.
Focus Group is a £300m-revenue technology services company with 1,300 employees, backed by Hg Capital and valued at $1bn as of 2024. The company provides managed services and technical support to approximately 30,000 SME customers across the UK. Focus Group specializes in network services, including Meraki network support and migrations, and is actively investing in AI to transform operations and service delivery. The company is experiencing rapid scaling through strategic acquisitions and aims to redefine industry standards in managed service excellence.
