IT Technical Engineer

IT Technical Engineer

Location: Home based in Edinburgh, with travel to customer sites 3-4 days a week
Salary: Up to £37,000 + Car Allowance/Van

About Focus Group
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 AI (artificial intelligence) to transform how we operate and how we serve our 30,000 SME (small and medium-sized enterprise) customers. As we continue to expand our portfolio and scale our operations, we’re committed to setting new industry standards in managed service excellence. Our growth and our strategic acquisitions put us in a strong position to redefine what world-class technical support means in today’s fast-moving technology landscape.

The opportunity
This is a chance to build a real career in technology with a company that is growing fast and investing in its people. As a Technical Engineer, you’ll be the face of Focus Group for our valued customers, from small local businesses to large enterprises across a wide range of sectors. No two days look the same. One day you might be installing and configuring a new network, the next you might be solving a time-critical fault on site, and the day after you might be working with the team on a large project.

You’ll work from home, with 3-4 days a week out visiting customers, so you get independence and variety. You won’t be on your own, though. You’ll be part of a supportive Operations team, working alongside project managers, 3rd Line Engineers and Service Desk Engineers, and you’ll have the chance to learn from colleagues with deep technical knowledge. If you have a strong desire to grow your technical skills and your customer service skills, this role gives you plenty of room to do it.

There is a clear path forward too. Engineers who join us can move on to Team Leader, Team Manager or Solutions Engineer roles as the business grows.

Key Responsibilities

The role gives you hands-on experience across a broad range of technology. You will:

• Work remotely or on site to maintain customers’ ICT (information and communications technology) services, keeping our case management and field service tools up to date with the work you’ve completed.
• Install and configure a wide range of ICT solutions, building your experience across different products and sectors.
• Give valued customers an excellent experience whenever you install or maintain their IT or telephony services.
• Visit customers to fix time-critical service or hardware failures, making a real difference when it matters most.
• Audit and document customer infrastructure, building a clear picture of how their technology fits together.
• Support the delivery of small, medium and large projects as part of a team, and share your knowledge and support with colleagues, remotely or on site, where it’s needed.
• Work closely with project management teams, 3rd Line Engineers and Service Desk Engineers, as well as our account management and service departments, so projects run smoothly.

Skills, Knowledge & Expertise

Essential

• Previous experience in an IT or telecoms support or delivery role.
• Excellent troubleshooting skills and great attention to detail.
• Excellent written and verbal communication skills.
• Experience with the Microsoft technology stack, including Windows Desktop, Windows Server and M365 (Microsoft 365).
• Some experience with networking equipment, including firewalls, routers, switches and wireless technology.
• Some experience with cloud technologies such as M365, Azure, Intune and SharePoint.
• Some experience with voice technologies such as SIP (Session Initiation Protocol), VoIP (Voice over Internet Protocol) or ISDN (Integrated Services Digital Network), or vendors such as Gamma Horizon, LG IPECS or Mitel.
• The ability to work well on your own and as part of a team.
• Flexibility, as you may sometimes need to adjust your working hours or stay away overnight on larger projects.
• A full, valid UK driving licence.
• A strong desire to grow your technical knowledge and customer service skills.

Desirable

• Previous experience in an IT or telecoms managed service environment.
• Relevant vendor or industry qualifications (Microsoft, Gamma, LG, Meraki, SonicWall, Aruba or Cisco).
• An active Microsoft certification.

Internal Job Level Reference: Senior Associate