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!