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# 2nd Line Support Engineer

- **Company:** Opus Technology
- **Location:** Reigate, UK
- **Experience:** Expert
- **Salary:** £35,000.0 - £40,000.0
- **Contract:** Permanent contract
- **Skills:** Information Technology Outsourcing, OPUS (Software)
- **Published:** August 3, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=6e753e42c355b9d4

## About the Role

* 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

## Description

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