Escalation-Driven 2nd Line IT Support Engineer (Hybrid)

Focus Group is seeking a 2nd Line IT Support Engineer to join a dedicated customer support team in Birmingham. The role involves providing technical expertise on escalated incidents and service requests across Microsoft 365, Windows Server, desktop, networking and wireless technologies.

This isn’t a traditional service desk role; you’ll work with customer IT teams, Focus Group engineers, and third-party suppliers to investigate and resolve complex issues from diagnosis to resolution in a