Focus Group
tech
TechnicalSupportAdvisor2ndLineIT
“Technical Support Advisor 2nd Line IT at Focus Group. Skills: Technical support, Issue resolution, Customer communication. Handle 2nd line service queries. Provide advanced technical support”
What You'll Achieve.
Provide first-class service; Resolve cases in a timely manner; Ensure good customer experience
Industry & Context.
Solve customer issues; Analyze customer issues
What They're Looking For.
Must Have
Customer facing technical support role, System, applications and network infrastructure understanding, Remote desktop support tools experience, Technical expertise to solve customer issues, Gather relevant information, Communicate technical resolutions, Overcoming technical challenges, ITIL framework knowledge, Assess escalation appropriateness
Nice to Have
MCITP, CompTIA Network+
What You'll Do.
Handle 2nd line service queries
Provide advanced technical support
Resolve technical issues
Assign and progress escalated cases
Meet personal call targets
Diagnose and log cases
Action and follow through cases
Route cases for site visit
Configure applications and systems
Drive outbound calling
Manage cases in line with SLAs
Escalate functionally to 3rd line
How You'll Work.
Team & Collaboration
Work with 1st line team; Escalate to 3rd line
Communication Scope
Communicate technical resolutions; Communicate updates to customers
Applying for this Technical Support Advisor 2nd Line IT role?
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