3rd Line Support Engineer (Remote)

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?

This is a role for a highly motivated and driven individual who has a desire to be an integral part of the business. The role is remotely supporting our Managed Service customers and helping with internal support of the group of around 140 staff.

Experience in providing support within an MSP environment is required with the ability to support a variety of simple and complex issues, a deep understanding and hands-on experience of Microsoft Azure cloud services is required, but also exposure to legacy technology such as on premises.

Ownership of escalations and the go-to point of contact for serious or complex customer issues is a necessity as well as a willingness to help cover the day-to-day support.

IT managed services is the fastest growing area of our business so the ability to contribute to documentation and process improvement is also important.

Where? Join our Technical Services Team

You will also be responsible for:

    Mentoring other members of the team, create technical documentation within knowledgebase to improve the overall technical capability of the team

    Working alongside project management and provisioning teams when necessary to deliver new services on time. Supporting the customer on-boarding processes.

    Escalating issues where necessary to the team leader / manager or 3rd parties promptly and resolving to the customer’s satisfaction 

    Ensuring accurate records are kept within CRM against workload cases, to account for time utilisation

    Holding suppliers to account and consistently performing within agreed scope and SLAs

    Ensuring client systems do not run beyond end of support or end of life

    Suggesting ideas for new products and services to be added to the portfolio of offerings by keeping on top of technology trends and maintaining up to date industry knowledge

    Maintaining an up-to-date skills matrix

Salary £45k - £50k DOE

25 Days Holiday + 8 Bank Holidays

Remote with occasional office attendance for social event/monthly meeting

Other organisations may call this role 3rd Line Support Technician, 3rd Line IT Engineer or Third Line Support Analyst.

Who? are we looking for? 

We are seeking a 3rd Line Support Engineer with:

    A minimum of 5 years’ experience working in a 3rd line technical IT support role or equivalent 

    A high level of exposure and familiarisation with Microsoft technologies with current MS Certificates 

    Familiarisation working according to industry best practice, such as ITIL service strategy

    Adherence to ISO27001 and Cyber Essentials Plus best practices

Proven knowledge and skills required in the following competencies:

    Microsoft Azure - Compute | Networking | Backups | Storage |

    Extensive knowledge of windows operating systems (server & client)

    SSL Certificates

    Azure Virtual Desktop | RDS 

    M365 Compliance Centre & Security Centre

    M365 (Sharepoint | Exchange Online | Teams | OneDrive | OneNote)

    Microsoft Defender for Business/Endpoint

    Microsoft Defender For Office 365

    Microsoft Intune | Autopilot |

    Virtual Private Networks | S2S & P2S/C2S |

    Entra ID | Entra Connect, Conditional Access

    Active Directory (Administration)

    DHCP & DNS

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 £2.5k 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.

https://www.opustech.co.uk/blog/best-companies-award/

Become part of our exciting success story