Join the Focus Team

Job Title: 2nd Line Technical Support Engineer

Hours of Work: Full Time
Job Type: Permanent
Salary: Competitive Salary – dependent on experience and skills
Job Sector: Information Technology
Employer: Focus Technology Europe Ltd
Place of Work: Suite F14, Pool Innovation Centre, Pool, Cornwall, TR15 3PL

Job Description

Are you passionate about problem solving and customer service? Do you get a thrill when you have completed a challenging or difficult task? Do you enjoy designing, maintaining, and troubleshooting complex IT solutions for businesses?

If the answer to these questions is yes, then we would love to have you join our growing team of dedicated, customer focussed engineers.

We are looking for an experienced Technical Support Engineer to join our team in delivering first class support to our clients. You will need to diagnose and troubleshoot hardware and software problems and help our customers install and update applications and programs.

You will use sophisticated remote management and control tools to provide rapid support. You will use our ticketing system to take responsibility for tasks and seeing them through to successful completion.

If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customer’s trust. They will rely on you to provide timely and accurate solutions to their technical problems and challenges.

Example Duties

Design and implement IT solutions to our clients.
Accept, manage, and monitor client support tickets.
Diagnose, troubleshoot, and resolve technical issues.
Work to SLA to ensure resolution and fixes are applied within contracted terms.
Work with client via email, phone, ticket system, chat or in person until the problem is solved.
Liaise and work with 3rd parties to resolve client issues.
Follow escalation procedure to appropriate internal teams.
Prioritise your work and tickets and manage several issues at one time.
Document technical knowledge and resolutions to the internal knowledgebase.

Essential and Desirable Requirements and Skills

Full, clean, driving license
A can do attitude with a passion for problem solving
Excellent customer service skills are essential
Excellent telephone manner is essential
A desire to progress in the industry, learn new skills and acquire industry certifications is essential
Knowledge and experience of Windows Desktop and Server Operating Systems, Microsoft Office Suites, Microsoft 365, Microsoft Azure, Microsoft Hyper-V, VMWare, Veeam, Anti-Virus Solutions, NAS and SAN Technology, Firewalls and Routers, Network Security, VLANs, Switching and IP Configuration, Data Security and Protection, Backup and Disaster Recovery.

Other information

Closing date for applications: Wednesday 30th June 2021
Anticipated interview date:  Friday 9th July 2021
Desired start date: August 2019
Other application details: Focus Technology is an equal opportunities employer
Contact: Email application letter and CV to Andrew Davenport (

Interested in joining us? Why not send us your details!


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