Lead Network Technical Support Specialist

Location: Shoreham-by-Sea (hybrid)

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.

Enterprise Network delivers complex and bespoke technical solutions for Focus Group’s largest customers. The Enterprise Service Desk Lead provides advanced proactive and reactive technical support directly these customers.

This role will contribute to the delivery and achieved outcome of the Service Desk across the portfolio of Enterprise customers, making sure that services are being seamlessly delivered. The Service Desk Lead is a senior figure within the Service Desk and is considered the technical authority on a range of technical subject matters including Cisco, Meraki, Fortinet, Microsoft, ZScaler and CloudFlare.

Requirements

• Own the resolution of all reactive tickets passing through your personal queue in the Enterprise support Incident management system.
• Implement and deliver all assigned proactive tasks as identified by the Service Delivery Operations Manager and in Service Descriptions.
• Centralise technical support for Field Engineers when requested (providing technical support for onsite incidents and problems, prestaging, configuration of cloud elements etc).
• Provide escalation to other lines of support (eg 1st and 2nd line), gathering information and demonstrating excellent troubleshooting acumen.
• Assist in the creation and delivery of local support processes (reactive alerting mechanisms, proactive scheduling systems, database management, spares holdings, lab builds, escalations etc).
• Provide mentorship to Service Desk Analysts and provide technical leadership to assist in the technical development of the team.
• Provide leadership in the development of world class customer service mentality throughout the Service Desk.
• Provide trusted ‘Technical Advisor’ technical leadership for customers.
• Assist in the identification of Problems and moving Incidents over, and providing ownership in the management and resolution of Problems (though not necessarily personally resolving)
• Out of hours support as part of the on-call rota.

• Have worked in a senior position and possess demonstrable knowledge in Technical Service Delivery (networking, security and cloud).
• A clear and demonstrable close working knowledge of the organisation working practices, tools and structure.
• Have demonstrable technical skills across the Enterprise customer solutions (Cisco, Meraki, Fortinet, Microsoft, ZScaler and CloudFlare).
• Adopt a continuous learning mentality and maintain up to date working knowledge of Enterprise portfolio at an advanced level.
• Attain and maintain advanced level certifications across the Enterprise portfolio.
• Be independently motivated and a solid team player.
• Communicate both orally and in writing, and present complex information to both technical and non-technical audience (internal and external).
• Certification or demonstrable experience working within ITIL methodologies.
• Possess the ability to grasp technical concepts from the perspective of ensuring successful Service Delivery.
• Be resilient and highly results oriented.
• Show ability to work in a fast-paced deployment and operational services environment.
• Work collaboratively to achieve results within agreed timeframes.
• Demonstrate experience in managing third party suppliers within budget and agreed SLAs.
• Be commercially and financially astute.

Benefits

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.

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