2nd Line IT Field Support Engineer

Opustech; Reigate; On-site; GBP 40,000 - 42,000; Full time

Job summary

A leading Managed Service Provider is seeking an IT Support Engineer to offer effective 1st and 2nd line support to clients in central London. The role requires excellent customer service skills and experience in varied IT environments, particularly with Microsoft365 and both Mac and Windows Operating Systems. Key responsibilities include managing personal call queues, logging information, and providing timely updates to clients. This position offers a salary of £40-£42k depending on experience, alongside comprehensive benefits including private healthcare and training pathways.

Benefits

Private Healthcare and Cash Plan

Pension and life assurance

Quarterly Dreamball draw

Personalized training and development pathways

Fully funded companywide events

Monthly outstanding performer accolades

Paid volunteering days

Refer a friend scheme (£1,000)

Flexible holiday allowance (25 days pa)

Complimentary daily breakfasts in the office

Qualifications

• 3+ years working for a Managed Service Provider (MSP) is desirable.
• MS Certificates are preferred.
• Familiar with ITIL service strategy.

Responsibilities

• Provide effective 1st and 2nd line support to clients.
• Log detailed information into the case management system.
• Communicate with users to keep them updated on issues.
• Build and configure desktop systems and mobile devices.

Skills

Excellent customer service skills

Experience in varied IT environments

1st and 2nd line support

Microsoft365 admin portals

Support for Mac and Windows Operating Systems

Communication skills

Ability to work autonomously

Tools

Microsoft infrastructure software

Apple Mac infrastructure software

Job description

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 Provider, recently ranked as “World class” by the Best Companies to work for awards.

Be a key player in our Technical Service team

This is an onsite IT Support Engineer role, and we are looking for a highly motivated and driven individual with an excellent customer service and support background. The role is 100% client focused, proactively supporting clients to ensure world class customer experience. Experience in varied IT environments is highly required, with the ability to support a variety of simple and complex issues, especially around Microsoft365 admin portals and end user Mac and Windows Operating Systems.

You will be responsible for:

• Providing effective 1st and 2nd line support to our clients, working seamlessly alongside the rest of the Opus IT Service Desk
• 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 to meet SLAs
• Communicating with users to keep them updated on the progression of their issue and ensuring that customer satisfaction remains high
• Walking the floor daily to ensure users have an approachable and accessible IT Support presence
• Proactively checking Audio Visual rooms at the beginning and throughout the day
• Running regular drop‑in sessions where users can come to request assistance or training
• Building and configuring desktop systems and mobile devices
• Fixing hardware faults and installing upgrades to hardware

Salary £40-£42k DOE. This role is onsite up to 5 days a week in central London.

The talents we are excited to see

You will have the following experience/skills:

• Ideally you will have experience working onsite for Legal chambers supporting 1st/2nd line technical IT support role or equivalent
• 3+ years working for an MSP previously is desirable
• 2nd Line support of Microsoft infrastructure software and application suites
• Competency with mainstream Apple Mac infrastructure software and application suites
• MS Certificates are preferred
• Familiarisation working according to industry best practice, such as ITIL service strategy
• Enthusiasm for furthering career in technical support and delivery
• Ability to communicate at all company structure levels
• Ability to work autonomously and deliver effective outcomes without supervision

Your exclusive benefits

• A comprehensive Private Healthcare and Cash Plan
• Pension and life assurance
• 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.

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.