Focus Group is hiring a Technical Support Advisor - Proactive Services. You will be a key player in ensuring our customers' IT environments remain stable, secure, and resilient by monitoring and responding to alerts from our technology platforms.
What You'll Do
- Monitor customer backup environments for errors, failed jobs, and other anomalies.
- Investigate and resolve system alerts before they impact client operations.
- Support the ongoing management and deployment of Proactive Customer Solutions such as M365 Protect and patching.
- Log, manage, and update cases using the ITSM platform, ensuring timely resolution and documentation.
- Collaborate with clients to gather information, perform root cause analysis, and implement preventative solutions.
- Analyze backup job reports, success rates, and performance metrics to identify trends and optimization opportunities.
- Plan, test, and deploy security and system patches across client infrastructures.
What We're Looking For
- Prior experience in an IT or Telecom Support or Delivery role, typically at a second line level.
- Ability to work efficiently both independently and as part of a team.
- Excellent written and verbal communication skills.
- Strong knowledge of Windows Server and desktop operating systems.
- Experience with backup technologies and monitoring platforms (e.g., Veeam, Acronis, Spanning or similar).
- Experience with Windows Server, Active Directory, Exchange, Azure and virtualization platforms (VMWare, Hyper-V).
- Experience with Microsoft 365 and related backup/recovery strategies.
- Strong experience in cloud technologies such as M365, Azure, Intune, SharePoint.
Nice to Have
- Experience working in an IT or Telecom Managed Service environment.
- Relevant vendor or industry qualifications (e.g., Microsoft, Gamma, LG, Meraki, SonicWall, Aruba, or Cisco).
- An active Microsoft certification.
- Experience with PowerShell scripting and automation.
Technical Stack
- Monitoring & Backup: Datto RMM, Acronis, Veeam
- Platforms & Infrastructure: Windows Server, Active Directory, Exchange, Azure, VMWare, Hyper-V
- Cloud & Productivity: Microsoft 365, Intune, SharePoint
- Automation: PowerShell
Benefits & Compensation
- Compensation: Up to £35,000 (depending on experience).
- 24 days of holiday, plus bank holidays and a special day off for your birthday.
- Paid volunteering days to support causes you care about.
- Refer a Friend scheme to earn money for bringing great talent to our team.
- Regular social events to connect with colleagues in a fun and relaxed environment.
Work Mode
This role operates on a hybrid basis from our Shoreham-by-Sea location.
We celebrate diversity and foster a culture where everyone can thrive.
