Technical Support Advisor 1st Line - Data Center

Job Title - Technical Support Advisor 1st Line - Data Center

Reports to - Service Desk Manager

Department - Operations

Salary - Up to £25,000

Location - Exeter

Established in 2003, Focus Group is proud to be one of the UK's fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain's private company ‘unicorns' after securing a new $1bn valuation. Our recent investment from PE backers, Hg, will support Focus Group's organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

We are now recruiting for a Technical Support Advisor 1st Line - Data Center.

As a Technical Support Advisor 1st Line in our Data Center team, you will be the primary point of contact for customers requiring hands-on assistance with their equipment. You'll ensure the smooth operation of their infrastructure while maintaining the highest standards of service delivery. This role involves both technical support and customer interaction, requiring a strong understanding of data center technologies and a proactive approach to problem-solving.

Principal Responsibilities/Duties

• Customer Escorting: Safely escort customers to and from the data center, providing onsite assistance during their visit, including scheduled out-of-hours support.
• Equipment Management: Perform tasks such as racking and unracking equipment, patching cables, and handling customer requests for remote hands support (e.g., powering on/off equipment, reseating cables, swapping disks).
• Networking Tasks: Carry out small Cisco firewall changes, such as updating access rules, and assist with core Cisco network management for maintaining data center bandwidth.
• Basic Server & Network Support: Provide support with server, storage, and networking equipment, along with a foundational understanding of DHCP, DNS, and other related technologies.
• System Checks: Conduct weekly checks on data center management servers, ensuring disk space availability, error resolution, and software functionality.
• Infrastructure Monitoring: Regularly inspect air-conditioning, VESDA, UPS, and Generator systems to ensure optimal operational performance.
• Administrative Tasks: Raise access requests, update DNS records, and maintain accurate and up-to-date documentation for the data center. Contribute to monthly reporting and assist with overall data center operations.
• Issue Management: Diagnose and resolve issues, including escalating cases when necessary, while keeping customers informed throughout the process. Ensure all tasks and cases are managed within agreed service levels.
• Process Adherence: Follow and contribute to the company's quality processes, while actively promoting best practices and continuous service improvements.
• Team Collaboration: Work closely with the wider service operations department to ensure a collaborative and efficient team dynamic. Help foster a culture of teamwork, knowledge-sharing, and customer-centric service delivery.

• Customer service focused with an excellent telephone manner. Ability to remain calm and composed when dealing with a difficult situation and to build a reassuring rapport with customers.
• Understanding of broadband connectivity and basic router configuration.
• Foundational network troubleshooting skills.
• A demonstrable ability to follow pre-defined processes, and an adaptability when processes change.
• Data gathering and analytical skills - gather the right information from the customer, analyse the issue and take appropriate and timely action.
• Target focussed and able to prioritise tasks/escalations to meet deadlines whilst ensuring excellent customer service.
• Accurate numeracy, written and data entry skills.
• Detail oriented and proficient in in maintaining clear and accurate task and customer data.
• Technical accreditations geared toward the field of IT, Networking or Telecoms.

Please note, this role is based full time in office.

Benefits:

• Regular socials in a welcoming, inclusive environment
• Lucrative bonus and incentive schemes.
• Pension & Benefits Platform with Exclusive Discounts

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We're proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

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