Remote Technical Support Advisor 2nd Line IT (4 On/4 Off)
Focus Group
- Industry Type
- IT
- Functional Area
- IT Support Industry IT
- Nationality
- Any
- Keywords
- Technical Support Experience Problem Solving IT Troubleshooting Service Level Agreement Management Escalation Procedures
Job Description
Focus Group is looking for a Remote Technical Support Advisor for 2nd Line IT support. The role involves managing cases according to Service Level Agreements and deciding when to escalate issues or arrange on-site visits.
- Position
- Remote Technical Support Advisor 2nd Line IT (4 On/4 Off)
- Company
- Focus Group
- Location
- London, United Kingdom
- Industry
- IT
- Experience
- 1 to 20 years
Responsibilities
- Determine when cases cannot be resolved remotely and route them for on-site visits.
- Manage cases according to established Service Level Agreements (SLAs).
- Escalate cases functionally to 3rd line support while maintaining SLA compliance.
Show the original advert
Please register or log in to see the full job description. Register / Log in
About the role: Remote Technical Support Advisor 2nd Line IT (4 On/4 Off)
General information about this type of role, not from the employer. The employer's actual requirements may differ, so always check the job details above.
A Remote Technical Support Advisor 2nd Line IT provides advanced technical assistance to users by troubleshooting and resolving IT issues remotely. They typically work in IT support centers or for companies offering remote IT services across various industries.
What this role usually involves
- Diagnose and resolve complex hardware and software problems remotely.
- Assist first-line support teams with escalated technical issues.
- Maintain and update technical documentation and knowledge bases.
- Communicate effectively with users to understand and address their IT concerns.
- Collaborate with other IT teams to implement solutions and improvements.
Skills employers usually look for
- Strong problem-solving and analytical abilities.
- Good knowledge of operating systems, networks, and common software applications.
- Effective communication skills for remote support.
- Ability to work independently and manage time efficiently.
- Familiarity with remote support tools and ticketing systems.
Usual qualifications
- A diploma or degree in Information Technology, Computer Science, or a related field is usually expected.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are often preferred.
- Previous experience in IT support or technical troubleshooting is beneficial.
Similar jobs
- IT Service Desk Engineer Apprentice QA Careers
- Senior IT Engineer Ashdown Group Careers
- IT Support Engineer VIQU IT Recruitment Careers
- 1st Line Support VIQU IT Recruitment Careers
- Trainee Business Analyst IT Career Switch Careers
- IT Service Desk Team Leader Picture More Careers