Technical Support Advisor 2nd Line (4 on 4 off)

Job Title: Technical Support Advisor 2nd Line IT (4 On/4 Off) Salary: Up to £31,500 (DOE) plus shift allowance Location: Fully Remote (UK) 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. Shift Allowance: +10% for days worked Monday to Friday +15% for days worked on weekends and bank holidays (Internal Level: Senior Associate) 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 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 sys