2nd Line Support Engineer (Win / Mac)

About the job

Would you like to work for Opus, one of the UK’s largest independent Managed Service Providers who have recently been recognised as “Very Good” in the Best Companies to work for Awards?

We are seeking a highly motivated and customer-focused 2nd Line Support Engineer to join our team. You will play a crucial role in delivering exceptional second line IT support services to our leading legal sector client on their site in London. Your primary responsibility will be to ensure that our client receives best in class service, with minimal disruption to their business operations.

Where? Join our IT Support Team

You will be responsible for:

    Building a strong and personal relationship with our client

    Maintaining a courteous, friendly, and professional service always ensuring the highest levels of customer service

    Walking the floor daily to ensure users have an approachable and accessible IT Support presence.

    Running regular drop-in sessions where users can come to request assistance or training.

    Efficiently handling assigned technical support incidents, requests, and changes

    Logging detailed and accurate information into the Case Management system

    Taking responsibility for your personal call queue, ensuring that all tickets are kept up to date and closed in a timely fashion.

    Communicating with users to keep them updated on the progression of their issue and ensuring that customer satisfaction remains high.

    Building and configuring desktop systems and mobile devices

    Fixing hardware faults and installing upgrades to hardware

Salary £37-£42K DOE

25 Days Holiday + 8 Bank Holidays

Chambers Onsite London based 3 days a week

At times, you may be required to provide support at other sites for this client. If this is the case, all travel and subsistence costs will be covered.

Other organisations may call this role Support Analyst, Helpdesk Analyst, 2nd Line Engineer, Technical Engineer, IT Support Engineer or Helpdesk Engineer.

Who? are we looking for? 

We are seeking a Second Line IT Support Engineer with:

    Previous experience working in a site-based IT support role with a minimum of three years in IT technical support.

    Experience of logging and dealing with support tickets and managing a ticket queue

    Strong knowledge and experience of Windows Desktop OS, (7/8/10/11)

    Strong knowledge working with Mac hardware and MacOS.

    Proven ability to provide outstanding customer service.

    Excellent interpersonal skills and communication skills, both written and verbal

    A friendly, confident, and professional manner both face to face and over the phone

    An enthusiastic, reliable, and proactive approach with a ‘do it right first time’ attitude to support

    A keen desire to learn new skills and invest in personal development.

    Strong attention to detail with well-developed problem-solving skills

    Time management skills with the ability to prioritise effectively.

    Self-motivation with the ability to work alone and as part of a team.

    Strong knowledge and experience of Microsoft Office software and Office 365

    Experience with the build/configuration process for desktop devices and mobile devices.

    Experience supporting users of VoIP phones.

    A basic understanding of networking

Desirable skills include:

    Experience working with servers (Server 2016, 2019, 2022)

    Experience with Microsoft Exchange

    Awareness of SAP

What? can Opus offer you?

•    Free daily breakfasts in the office

•    Regular companywide events

•    Monthly 'shining star' employee recognition awards

•    Pension and life insurance

•    Refer a friend scheme (£1,000)

•    Mental health, financial and legal support

•    Training and development plans

•    Various annual volunteering opportunities

•    Option to buy and sell holiday.

•    Employee Dream Ball - Quarterly chance to win £3k towards a dream.

Culture is important to us as are our values.

•    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.

Meet Opus

Established in 1992, Opus integrates best of breed solutions, to deliver tailored, managed services to medium and large enterprises from both the private and public sector nationwide. Our world-class expertise is delivered by our internal teams, while leveraging best of breed technology partners such as Microsoft, Mitel, 8x8, Cirrus, Five9, Gamma where we have achieved platinum partner status. 

We deliver outstanding customer experience and are the only MSP to be awarded the Service Mark accreditation from the Institute of Customer Service.

We are a Disability Confident employer and Living Wage accredited.

Become part of our exciting success story