Remote Technical Support Advisor 2nd Line IT (4 On/4 Off)
Focus Group
- Industry Type
- IT
- Functional Area
- IT Industry IT
- Nationality
- Any
- Keywords
- Technical Support Experience IT Service Management ITSM Knowledge Problem Solving Troubleshooting Abilities Escalation Procedures Understanding
Job Description
Focus Group is looking for a Remote Technical Support Advisor at the 2nd Line IT level. The role involves managing support cases according to Service Level Agreements and escalating unresolved issues to the 3rd line. The advisor will also decide when cases need a site visit and arrange this through Field Allocation.
- 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
- Manage cases according to established Service Level Agreements (SLAs).
- Escalate cases that require further attention beyond initial resolution to the 3rd line, ensuring sufficient SLA remains.
- Determine when a case cannot be resolved remotely and route it for a site visit through Field Allocation.
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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.
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