IT Technical Engineer - Onsite Hybrid

IT Onsite Technical Support Engineer

Shoreham | £35,000 | Hybrid

Introduction

Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in artificial intelligence (AI) to transform how we operate and how we serve our 30,000 small and medium-sized business customers.
We’re looking for an IT Onsite Technical Support Engineer to be the face of Focus Group for one of our key customers. You’ll be based with them, providing first and second line support, which means resolving everyday faults yourself and picking up the more involved issues that need extra investigation. You’ll support their team across IT, including Office 365, Windows Server, desktops, networking and wireless. If you enjoy owning the service a customer receives and building real relationships, this role is for you.

Key Responsibilities

• Manage the support ticket queue for your key customer, escalating to other teams where needed
• Own and resolve the tickets assigned to you, keeping our system organised and up to date
• Diagnose, log and follow every fault and request through to resolution, keeping the customer informed of progress
• Provide desk-side, telephone and remote support to your customer’s users
• Tell your line manager promptly about any outstanding faults or any that have gone past their service level targets
• Carry out daily checks for your customer, including backup and security checks
• Deploy new equipment at the customer’s site, including desktops, laptops and peripherals
• Support the delivery of projects for your key customer
• Follow and contribute to our quality systems and processes
• Promote best practice and continuous service improvement within the team
• Take ownership of the success of the service we provide to your customer

Skills, Knowledge and Expertise

• Previous experience in an IT support role
• Experience supporting Windows desktops and troubleshooting Outlook, printers and general PC issues
• Working knowledge of Active Directory (which manages users and access), Exchange, Office 365, Group Policy, DNS (Domain Name System), network domains, backup solutions, virtualisation, firewalls and routers
• An excellent telephone manner and the ability to diagnose faults over the phone
• Strong customer service skills, with the ability to stay calm, build a reassuring rapport and give customers confidence while an issue is resolved
• A quick, analytical and methodical approach to gathering information, finding the cause and taking timely action
• Solid experience of reporting issues to suppliers and chasing them until incidents are resolved, keeping the customer informed
• Clear communication with customers and colleagues, adjusting your language and level of detail to suit your audience
• Accurate numeracy, written communication and data entry
• Good organisation, attention to detail and the ability to prioritise and meet deadlines
• The ability to work independently or as part of a wider team, and to adapt as processes change
• A willingness to go the extra mile for customers and the business

It would also be great, but isn’t essential, if you have experience with Mac, Linux or Android, backup tools such as Veeam, Cisco or SonicWall firewalls, broadband and Ethernet connectivity, SQL (a database language), VoIP (phone calls over the internet) or storage area networks (SANs), or if you have strong networking knowledge more broadly.

Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave. 
• Hybrid working options - performance depending. 
• Enhanced maternity, paternity and adoption leave. 
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.