2nd Line Support Engineer

The 2nd Line IT Support Engineer role will be supporting our Managed Service customers and helping with internal support of the group. You will take ownership of escalations and be the go-to point of contact for serious or complex customer issues. IT managed services is the fastest growing area of our business so the ability to contribute to documentation and process improvement is also important.

You will be responsible for:

• Providing effective 2nd line support to Opus customers, working alongside Opus engineers
• Assisting with new customer IT deployments and onboarding
• Tracking time utilisation within the CRM
• Creating technical documentation within knowledgebase to improve the overall technical capability of the team
• Supporting effective and coordinated technical and hierarchical escalation where required
• Maintaining accurate ticketing records
• Providing technical recommendations for optimisation of client solutions
• Effectively managing suppliers
• Maintaining an up-to-date knowledge of the IT industry and providing new ideas to help expand the technical services portfolio
• Maintaining an up-to-date skills matrix

Hybrid - Reigate Salary £35-£40k DOE

Other organisations may call this role Support Analyst, Helpdesk Analyst, 2nd Line Engineer, Technical Engineer, IT Support Engineer or Helpdesk Engineer, * A comprehensive Private Healthcare and Cash Plan

• Pension and life insurance
• Entry to the £3,000 quarterly Dreamball draw
• Personalised training and development pathways
• Regular fully funded companywide events
• Monthly ‘outstanding performer’ accolades
• Enriching paid volunteering days
• A rewarding Refer a friend scheme (£1,000)
• The flexibility to adjust your holiday allowance (25 days pa)
• Complimentary daily breakfasts in the office

Where your values align with ours

Work together to win together Be brave and think differently Own it and never give up Strive to be the best Stay curious and keep learning

• Minimum of 5 years’ experience working in a 2nd line technical IT support role or equivalent
• Competent with mainstream Microsoft infrastructure software and application suites
• Demonstrate a strong knowledge and problem-solving skills in all competencies, backed up by at least a current MS Certificates: Required - MD-102, AZ-104, AZ-140. Desired - MS-102
• A willingness to study to improve knowledge (both in and outside of work time is essential)
• Familiarisation working according to industry best practice, such as ITIL service strategy
• Ability to communicate at all levels

Pulled from the full job description

• Referral programme
• Life insurance
• Company pension
• Paid volunteer time
• Private medical insurance

Imagine yourself in a role where your professional growth and creativity are championed every step of the way. Opus is the UK’s largest independent Managed Service Providers, recently ranked as “World class” by the Best Companies to work for awards., Meet Opus

Established in 1992, we are different to the rest, priding ourselves on being a customer-driven and service-led technology provider. Our focus is delivering tailored technology with purpose and building long-term partnerships with our clients.

In 2023, we launched the next phase of our ambitious growth strategy with the goal of doubling our turnover by 2026. We’re on track to meet this target, and we’re seeking top talent like you to join us on this exciting journey.

By joining Opus, you embark on an exhilarating journey filled with impactful projects and continuous professional development, empowering you to expand your expertise and leave a significant mark on businesses nationally.

If you’re ready to be part of a dynamic team and help us reach new heights, we’d love to hear from you.