2nd Line IT Field Support Engineer

Opus Technology; Surrey Heath; On-site; GBP 40,000 - 42,000; Full time

Job summary

A leading Managed Service Provider in the UK is seeking an Onsite IT Support Engineer to provide exceptional 1st and 2nd line support. You'll play a vital role in ensuring high customer satisfaction by managing support queries and maintaining IT resources. Ideal candidates will have over three years of experience, especially in legal chambers, and a strong understanding of Microsoft and Apple environments. This role comes with benefits like Private Healthcare, pension plans, and opportunities for personal development.

Benefits

Private Healthcare

Pension and life assurance

Personalized training pathways

Paid volunteering days

Refer-a-Friend scheme

Qualifications

• 3+ years of experience in 1st/2nd line technical IT support.
• Experience working onsite, particularly in legal chambers.
• Competency with Microsoft and Apple Mac application suites.

Responsibilities

• Provide effective 1st and 2nd line support to clients.
• Log detailed information into a case management system.
• Manage personal call queue and ensure tickets are updated.
• Maintain IT support presence on the floor daily.
• Fix hardware faults and install upgrades.

Skills

Microsoft infrastructure support

Customer service

Apple Mac support

ITIL best practices

Strong communication

Education

MS certificates

Job description

Overview

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. This is an onsite IT Support Engineer role in our Technical Services team where you will provide 1st and 2nd line support to clients, ensuring world‑class customer experiences.

Location & Salary

Onsite up to 5 days a week in central London.

Salary £40‑£42k DOE.

Responsibilities

• Providing effective 1st and 2nd line support to our clients, working seamlessly alongside the Opus IT Service Desk.
• Logging detailed and accurate information into the case management system.
• Managing your personal call queue, ensuring all tickets are updated and closed within SLA.
• Communicating with users to keep them informed of the progression of their issue and maintaining high customer satisfaction.
• Walking the floor daily to maintain an approachable and accessible IT Support presence.
• Proactively checking Audio‑Visual rooms at the start and during the day.
• Running regular drop‑in sessions for assistance or training.
• Building and configuring desktop systems and mobile devices.
• Fixing hardware faults and installing upgrades.

Qualifications & Experience

• Ideally you will have experience working onsite for legal chambers supporting 1st/2nd line technical IT support, or equivalent.
• 3+ years working for an MSP is desirable.
• Second‑line support experience with Microsoft infrastructure, software and application suites.
• Competency with mainstream Apple Mac infrastructure, software and application suites.
• MS certificates are preferred.
• Familiarity working according to industry best practice such as ITIL service strategy.
• A passion for furthering a career in technical support and delivery.
• Strong communication skills at all organisational levels.
• Ability to work autonomously and deliver effective outcomes without supervision.

Benefits

• 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 company‑wide events.
• Monthly ‘outstanding performer’ accolades.
• Enriching paid volunteering days.
• A rewarding Refer‑a‑Friend scheme (£1,000).
• Flexibility to adjust your holiday allowance (25 days pa).
• Complimentary daily breakfasts in the office.