Technical Support Advisor Out of Hours

We’re Hiring: Technical Support Advisor Out of Hours

Salary: £30,000 plus shift allowance

Location: UK Remote

Focus: Customer-first & technology driven

Shift Pattern: This role involves working 12 hour shifts on a rotating schedule of 4 days on, 4 days off. Typical shift hours are from 7:00pm to 7:00am. Shifts will include weekends and public holidays.

Do you thrive on solving technical puzzles and keeping customers satisfied, even in the middle of the night? If you’re a natural problem-solver with a passion for tech, this is your chance to join Focus Group as a Technical Support Advisor in our Out of Hours team.

Key Responsibilities:

• Be the friendly first point of contact for customers (calls, emails, chat, portal).
• Provide 1st and 2nd line support across telecoms, IT, and data services.
• Troubleshoot, resolve, and escalate issues, while keeping customers updated every step of the way.
• Work with colleagues and third parties to fix problems quickly and effectively.
• Stay on top of alerts, incidents, and cases, making sure nothing slips through the cracks.

Skills & Experience:

• Experience in technical support (telecoms or IT services).
• Strong understanding of systems, applications, and networks.
• Skilled with remote desktop tools and ticket management systems.
• Knowledge of ITIL methodology (incident, change, request).
• Brilliant communication skills — able to make the complex sound simple.
• Calm under pressure, great at prioritising, always customer-focused.

Nice to have

• CompTIA, MCITP, or experience with cloud phone systems such as Horizon, LG, Wildix, EvolveIP.

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Ready to be the calm, capable problem-solver our customers rely on after hours? Apply now!