2nd Line IT Support Engineer

OverviewThis range is provided by Opus Technology. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.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 Services team. The 2nd Line IT Support Engineer role will be supporting our Managed Service customers and helping with internal support of the group. You will take ownership of escalations and be the go-to point of contact for serious or complex customer issues. IT managed services is the fastest growing area of our business so the ability to contribute to documentation and process improvement is also important.You will be responsible for:ResponsibilitiesProviding effective 2nd line support to Opus customers, working alongside Opus engineersAssisting with new customer IT deployments and onboardingTracking time utilisation within the CRMCreating technical documentation within knowledgebase to improve the overall technical capability of the teamSupporting effective and coordinated technical and hierarchical escalation where requiredMaintaining accurate ticketing recordsProviding technical recommendations for optimisation of client solutionsEffectively managing suppliersMaintaining an up-to-date knowledge of the IT industry and providing new ideas to help expand the technical services portfolioMaintaining an up-to-date skills matrixHybrid - Primarily home-based with occasional visits to the Reigate office and London client site as requiredOther organisations may call this role Support Analyst, Helpdesk Analyst, 2nd Line Engineer, Technical Engineer, IT Support Engineer or Helpdesk Engineer QualificationsMinimum of 5 years’ experience working in a 2nd line technical IT support role or equivalentCompetent with mainstream Microsoft infrastructure software and application suitesDemonstrate a strong knowledge and problem-solving skills in all competencies, backed up by current MS Certificates: Required - MD-102, AZ-104, AZ-140. Desired - MS-102A willingness to study to improve knowledge (both in and outside of work time is essential)Familiarisation working according to industry best practice, such as ITIL service strategyAbility to communicate at all levelsA comprehensive Private Healthcare and Cash PlanPension and life insuranceEntry to the £3,000 quarterly Dreamball drawPersonalised training and development pathwaysRegular fully funded companywide eventsMonthly ‘outstanding performer’ accoladesA rewarding Refer a friend scheme (£1,000)The flexibility to adjust your holiday allowance (25 days pa)Complimentary daily breakfasts in the officeWhere your values align with oursWork together to win togetherBe brave and think differentlyOwn it and never give upStrive to be the bestStay curious and keep learning Meet OpusEstablished 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.Employment DetailsSeniority level: AssociateEmployment type: Full-timeJob function: Information TechnologyIndustries: TelecommunicationsReferrals increase your chances of interviewing at Opus Technology by 2xOpus is actively seeking candidates for Information Technology Support Engineer roles in Reigate, England, United Kingdom. #J-18808-Ljbffr