Second Line IT Support Engineer

5 days ago

London, Greater London, United Kingdom Opus Technology Full time £3,000
About the Role

We are seeking a highly motivated and customer-focused Second Line IT Support Engineer to join our team at Opus Technology. As a key member of our IT Support Team, you will play a crucial role in delivering exceptional second line IT support services to our clients.

Key Responsibilities
  • Build Strong Relationships with our clients, ensuring a high level of customer satisfaction and loyalty.
  • Provide Excellent Customer Service through courteous, friendly, and professional interactions, ensuring the highest levels of customer satisfaction.
  • Walk the Floor daily to ensure users have an approachable and accessible IT Support presence.
  • Run Regular Drop-in Sessions where users can come to request assistance or training.
  • Efficiently Handle Technical Support Incidents, requests, and changes, logging detailed and accurate information into the Case Management system.
  • Take Responsibility for your personal call queue, ensuring that all tickets are kept up to date and closed in a timely fashion.
  • Communicate Effectively with users to keep them updated on the progression of their issue and ensure customer satisfaction remains high.
  • Build and Configure Desktop Systems and mobile devices.
  • Fix Hardware Faults and install upgrades to hardware.
Requirements
  • 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
  • Experience Working with Servers (Server 2016, 2019, 2022).
  • Experience with Microsoft Exchange.
  • Awareness of SAP.
About Opus Technology

Opus Technology is a leading provider of managed services to medium and large enterprises. We deliver tailored, managed services that integrate best of breed solutions, leveraging our world-class expertise and best of breed technology partners.

We are 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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