2nd Line IT Field Support Engineer Job at 360 Resourcing Solutions (London)

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 Services 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.

Job Responsibility

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

Requirements

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

What we offer

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

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2nd Line IT Field Support Engineer

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