Job Title - Technical Support Advisor – Platinum Managed Services

Reports to - Customer Operations Manager

Department - Operations

Salary - Up to £33,000

Location - This role can be based out of any Focus Group office across the UK.

About Us:

We're passionate about business success and committed to fostering local connections. With over 900 talented individuals across the UK, we provide comprehensive IT, telecoms, and connectivity services. Our culture is fuelled by fresh thinking, entrepreneurial spirit, and a commitment to growth, making Focus Group an outstanding place to work.

We are now recruiting for a Technical Support Advisor – Platinum Managed Services

As part of the Platinum MSP Team, you'll provide 2nd and 3rd line support and exemplary customer service in the areas of IT, including Office 365, Windows Server, Desktop Support, MS Teams, Azure Virtual Desktop.

Become part of a multi-skilled team where the customer is always at the centre of what we do, with opportunities to cross skill into Networking and Telco where appropriate.

Principal Responsibilities

• Ensuring that the Customer is at the centre of everything that we do.
• Responsible for handling incoming queries by receiving phone calls, emails, portal, and live chats. Responding to these within the agreed target time and meeting any agreed personal targets.
• To 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 arrange and manage suitable site visit.
• Take full responsibility for cases assigned to you, even when tasks have been allocated to alternative resources/teams, ensuring that an excellent Customer Experience is always maintained.
• Talk to customers, by the most appropriate method to resolve cases in a timely manner and avoid delays where possible.
• Work with 3rd Parties to resolve cases where required.
• Make sure that cases are managed in line with agreed SLAs and Senior Engineer input is sought, with sufficient SLA remaining.
• Support Senior Engineers from the MSP Platinum team in onboarding new clients and transitioning existing clients to the Platinum MSP Model
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with customers’ expectations and that Service Managers are made aware of any larger issues.
• Work with Senior Engineers to assist in Root Cause analysis and Problem Management investigations.
• Document required changes in line with Focus Groups Change Management process.
• Follow and contribute to the company’s quality system and processes, and their maintenance, whilst promoting the use of best practice and continual service improvement within the team to do so.
• Contributing to the success of the company by delivering an Excellent Customer experience from first contact through to satisfactory resolution.

Please note, this role will include travel to various customer sites on occasion.

Requirements

• Customer service focussed with an excellent telephone manner.
• A demonstrable ability to follow process and build a reassuring rapport with customers.
• The ability to remain calm and composed when dealing with a difficult situation to establish confidence whilst an issue is resolved.
• To quickly gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed, and able to keep on top of all tasks and escalations whilst always assuring excellent customer service.
• Accurate numeracy, written and data entry skills.
• An analytical and methodical problem solver.
• Be adaptable to change in processes and be willing to work to improve processes where appropriate.
• At least 2 years previous experience within an IT Support role, working at 2nd/3rd line or equivalent level.
• Excellent working knowledge of Windows Desktop (10 & 11)
• Solid experience troubleshooting and supporting Microsoft Office Products
• Solid working knowledge of Active Directory, Exchange, Office 365, Group Policy, DNS, Backup Solutions (Veeam & Acronis) & Virtualization
• Solid experience troubleshooting general PC issues, Printers and MFPs
• Solid experience supporting and managing server technology including Hyper-V, VMWare, Windows Server (2016 & Above), SANs
• Solid working knowledge of Intune and MDM applications
• Excellent telephone manner and ability to diagnose complex faults over the phone.
• Exemplary Customer Service skills.
• Organised and able to work both autonomously and part of a larger team.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

Benefits

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