Technical Support Advisor 1st Line - Data Center

Description

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

Salary - Up to £25,000

Location - Exeter

Key Benefits:

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

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

Job Purpose:

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.

Requirements

• 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.
• 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.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.

Ready to make a real impact? Apply now!

Benefits

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