Second Line IT Support Specialist

4 weeks ago

London, Greater London, United Kingdom Opus Technology Full time
Opus Technology: Seeking a Second Line IT Support Engineer

We are a leading Managed Service Provider, recognized for our exceptional customer service and commitment to excellence. We are seeking a highly motivated and customer-focused Second Line IT Support Engineer to join our team.

Key Responsibilities:

  1. Build strong relationships with our clients, ensuring exceptional service and minimal disruption to their business operations.
  2. Maintain a courteous, friendly, and professional service, delivering the highest levels of customer satisfaction.
  3. Provide technical support, troubleshooting, and maintenance services for desktop systems, mobile devices, and other IT equipment.
  4. Efficiently handle technical support incidents, requests, and changes, ensuring timely resolution and accurate logging.
  5. Take ownership of your personal call queue, ensuring all tickets are up-to-date and closed in a timely manner.
  6. Configure and build desktop systems and mobile devices, as well as fix hardware faults and install upgrades.

Requirements:

  1. Minimum three years of experience in a site-based IT support role, with a strong background in technical support.
  2. Experience with Windows Desktop OS, Mac hardware, and MacOS, as well as Microsoft Office software and Office 365.
  3. Proven ability to provide outstanding customer service, with excellent interpersonal and communication skills.
  4. Strong knowledge of networking, servers (Server 2016, 2019, 2022), and Microsoft Exchange.
  5. Awareness of SAP and experience working with VoIP phones.

What We Offer:

  1. Free daily breakfasts in the office.
  2. Monthly 'shining star' employee recognition awards.
  3. Pension and life insurance.
  4. Refer a friend scheme (£1,000).
  5. Mental health, financial, and legal support.
  6. Training and development plans.
  7. Various annual volunteering opportunities.
  8. Option to buy and sell holiday.

Opus Technology is a Disability Confident employer and Living Wage accredited. We deliver outstanding customer experience and are the only MSP to be awarded the Service Mark accreditation from the Institute of Customer Service.

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