2nd Line IT Support Engineer

Join Opus Technology as a 2nd Line IT Support Engineer and become an essential part of our Technical Services team, driving high‑quality support for our Managed Service customers while contributing to internal support processes.

• Providing effective 2nd line support to Opus customers, working alongside Opus engineers.
• Assisting with new customer IT deployments and onboarding.
• Tracking time utilisation within the CRM.
• Creating technical documentation within the knowledge base to improve the overall technical capability of the team.
• Supporting effective and coordinated technical and hierarchical escalation where required.
• Maintaining accurate ticketing records.
• Providing technical recommendations for optimisation of client solutions.
• Effectively managing suppliers.
• Maintaining an up‑to‑date knowledge of the IT industry and providing new ideas to help expand the technical services portfolio.
• Maintaining an up‑to‑date skills matrix.

• Minimum of 5 years’ experience in a 2nd line technical IT support role or equivalent.
• Competent with mainstream Microsoft infrastructure software and application suites.
• 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.
• Familiarity with industry best practice, such as ITIL service strategy.
• Ability to communicate at all levels.

• Comprehensive Private Healthcare and Cash Plan.
• Pension and life insurance.
• Entry to the £3,000 quarterly Dream Ball draw.
• Personalised training and development pathways.
• Regular fully funded company‑wide events.
• Monthly ‘outstanding performer’ (£1,000) accolade.
• Enriching paid volunteering days.
• Rewarding Refer a Friend scheme.
• Flexibility to adjust holiday allowance (25 days pa).
• Complimentary daily breakfasts.

Hybrid working – primarily home‑based with occasional visits to the Reigate office and London client sites as required.

Salary: £40,000 – £45,000 before tax, depending on experience.

Associate

Full‑time

Information Technology – Telecommunications