Remote Technical Support Advisor 2nd Line IT (4 On/4 Off)
Focus Group
- Industry Type
- IT
- Functional Area
- IT Support Helpdesk Industry IT
- Nationality
- Any
- Keywords
- 1 Technical support 2 Case management 3 Escalation procedures
Job Description
Focus Group is looking for a Remote Technical Support Advisor for their 2nd Line IT team in London. The role involves managing support cases according to Service Level Agreements and escalating complex issues to the 3rd line or arranging on-site visits when needed.
- Position
- Remote Technical Support Advisor 2nd Line IT (4 On/4 Off)
- Company
- Focus Group
- Location
- London, United Kingdom
- Industry
- IT
- Functional area
- IT Support Helpdesk Industry IT
- Experience
- 1 to 20 years
Responsibilities
- Manage support cases according to established Service Level Agreements (SLAs).
- Escalate cases requiring further assistance to the 3rd line support.
- Determine when cases cannot be resolved remotely and arrange on-site visits 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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