IT Technical Engineer

IT Technical Engineer - Burgess Hill

Location: Home based in Burgess Hill, with frequent travel to valued customers across Sussex and parts of Kent and Surrey
Salary: Up to £38,000, plus company van

Focus Group is a 1,500-person technology services company with £300m in revenue, 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 small and medium-sized business customers. As we continue to expand our portfolio and make strategic acquisitions, we’re committed to setting new industry standards in managed service excellence. That means looking after a customer’s technology so they don’t have to. We want to redefine what world-class technical support looks like.

We’re looking for an IT Technical Engineer to join our Operations team. Our Technical Engineers provide remote and onsite support and installations for customers of all sizes, from small and medium-sized businesses to large enterprises. You’ll troubleshoot, configure and install solutions for valued customers across a variety of sectors.

This is a home-based role, so you’ll work from home when you’re not out with valued customers. You’ll have a company van for the travel. There’s room to grow too, with future routes into Team Leader, Team Manager and Solutions Engineer roles.

Key Responsibilities

• Carry out maintenance work on customers’ ICT (information and communications technology) services, either remotely or onsite, and update our case management and field services tools with the work you’ve started and completed.
• Install and configure a wide range of ICT solutions, either remotely or onsite.
• Give valued customers a high-quality experience when you install or maintain their IT or telephony (phone system) services.
• Attend field fault visits to repair time-critical service or hardware failures.
• Support colleagues, remotely or onsite, when they need a hand.
• Support the delivery of small, medium and large projects as part of a team, either remotely or onsite.
• Work regularly with our project management teams, 3rd Line Engineers (our most senior technical support engineers) and Service Desk Engineers.
• Audit and document customer IT infrastructure.
• Work efficiently with our account management and service departments to manage projects.

Skills, Knowledge and Expertise

Essential

• Previous experience in an IT or telecoms support or delivery role.
• Experience with the Microsoft technology stack, including Windows desktop, Windows Server and Microsoft 365.
• Some experience with networking equipment, including firewalls (which protect a network from unwanted access), routers, switches and wireless technology.
• Some experience with cloud technologies such as Microsoft 365, Azure (Microsoft’s cloud platform), Intune (Microsoft’s device management tool) and SharePoint.
• Some experience with voice technologies such as SIP (Session Initiation Protocol), VoIP (Voice over Internet Protocol) and ISDN (Integrated Services Digital Network), or vendors including Gamma Horizon, LG IPECS or Mitel.
• Excellent troubleshooting skills.
• Excellent written and verbal communication skills.
• Excellent attention to detail.
• The ability to work independently where required, as well as part of a team.
• Flexibility to adjust your working hours or stay overnight on some 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, such as Microsoft, Gamma, LG, Meraki, SonicWall, Aruba or Cisco.
• An active Microsoft certification.

Internal Job Level Reference: Senior Associate

Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave. 
• Company Van with fuel card. 
• Enhanced maternity, paternity and adoption leave. 
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.