Technical Support Advisor 2nd Line IT

We’re Hiring – Technical Support Advisor 2nd Line IT

Salary – up to £33,000 (DOE)

Location – Manchester

Key Benefits:

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

Job Purpose:

We are seeking a Technical Support Advisor 2nd Line IT to join Matrix247, a Focus Group company. In this role, you'll provide a first-class service to our customers by managing escalated queries, delivering advanced troubleshooting, and ensuring effective resolutions. Working across the Microsoft ecosystem, including Microsoft 365, Azure AD/Entra ID, and Windows Server, you'll play a key part in maintaining a seamless, high-quality customer experience while showcasing your expertise in modern IT support.

Key Responsibilities:

• Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
• Be available for overflow calls from the 1st line team and as a minimum, to meet any agreed personal call 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 route straight into Field Allocation for a site visit.
• Troubleshoot hardware and software problems. • Configure applications and systems.
• Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.
• Ensure cases are kept up to date, ensuring any outstanding cases are managed in line with agreed demarcations.
• Assist in setup and installation of MFD (Photocopiers) at customers' site.

Skills & Experience:

• Experience in a customer facing technical support role.
• In depth understanding of system, applications and network infrastructure – may have specialist knowledge in some areas and confident to troubleshoot/configure/install.
• Experience with remote desktop support tools.
• Skilled in using technical expertise to solve customer issues. Able to effectively gather relevant information and communicate technical resolutions and updates to customers.
• Experience of overcoming technical challenges and benefits from this experience in analysing and solving customer issues.
• Knowledge of ITIL framework and best practices.
• Able to assess when it’s appropriate to escalate an issue to 3rd line in order to ensure a good customer experience.

Nice to have:

• Industry certifications such as MCITP, CompTIA Network+
  At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.

Ready to make a real impact? Apply now!