United Kingdom onlyWe’re Hiring: Technical Support Advisor – Out of Hours
Location: Remote | Team: Out of Hours | Focus: Customer-first, Tech-driven
Salary: up to £36k plus benefits
Shift Pattern: 12-hour shifts on a rotating schedule of 4 on, 4 off. Typical shift hours are from 7:00 PM to 7:00 AM
Do you thrive on solving technical puzzles and keeping customers smiling — 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 on our Out of Hours team.
What you’ll do
- 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 — 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.
What you’ll bring
- 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.
- Cool under pressure, great at prioritising, always customer-focused.
Extra kudos if you’ve got CompTIA, MCITP, or experience with cloud phone systems such as Horizon, LG, Wildix, EvolveIP.
Why join us?
At Focus Group, customers are at the heart of everything we do. You’ll be part of a supportive, collaborative team where your ideas matter, your expertise is valued, and your growth is encouraged.
This is more than just a job — it’s your chance to make a real impact, every single shift.
Ready to be the calm, capable problem-solver our customers rely on after hours? Apply now and let’s make it happen.
