Operations Support Technician

The Opus Group; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Health & dental insurance

Job summary

The Opus Group in London is seeking an Operations Support Technician to resolve day-to-day technology challenges and help employees serve our customers. You will triage issues, perform root-cause analysis, and contribute to reducing ticket volumes through automation and effective configuration.

Collaborating with IT colleagues on tool deployment, monitoring, and patching, you will help manage desktops, networks, and end-user documentation while supporting a hybrid work environment.

Qualifications

• 5+ years of experience providing IT support
• Excellent written and verbal communication skills
• Strong listening and collaboration abilities
• Strong troubleshooting and problem-solving skills
• Awareness of information security best practices
• Knowledge of a broad range of hardware and software

Responsibilities

• Provide exemplary in-person IT support to resolve employee technology issues
• Understand and support MS Windows and macOS operating systems
• Troubleshoot a wide range of software systems (local, client/server, cloud)
• Partner with staff to improve efficiency using technology tools
• Present a professional image as a company representative
• Establish professional working relationships with coworkers and management
• Create/update end-user documentation as needed
• Update and resolve issues in the office network (servers, routers, switches, VPN)

Skills

5+ years in support

Communication

Active listening

Troubleshooting

InfoSec awareness

Hardware & software knowledge

Job description

Job Title: Operations Support Technician

Group/Team: Information Technology Shared Services

Reports to: Director, IT Services

Location: London

Employment Type: Full-time, Salaried

Travel Requirements: <10%

WHO WE ARE

THE OPUS GROUP

The Opus Group is a purpose-built network of leading marketing agencies that deliver world-class experiential, event, and brand solutions. The Opus Group’s industry-renowned, highly-awarded agencies, including Opus Agency, MAS, and Verve, provide scalable, end-to-end solutions designed to drive action and impact. With a global footprint and specialised expertise, The Opus Group partners with over 70 global companies, including the world’s most influential brands.

WHAT WE ARE LOOKING FOR

The Operations Support Technician is responsible for resolving the day-to-day technology challenges that prevent employees from serving our customers. In addition to providing excellent customer service skills, triage, follow through, and timely problem resolution, Operations Support Technicians are responsible for reducing the amount of trouble tickets in the organization over time. This is achieved through root cause analysis, automation, implementation/configuration of tools, and a deep understanding of systems and cause/effect.

Through collaboration with the other IT team members (Business Systems Analysts, Security & Compliance, Infrastructure, and IT Management), the Operations Support Technicians are responsible for analysis of existing desktop tools, requirements gathering, selection, implementation, configuration, and roll out. This includes, but is not limited to, system deployment, antivirus, server and network configuration management, asset management, system monitoring, patch management, and the ticketing system.

YOU SHOULD HAVE

• At least 5 years in providing Support
• Effective written, verbal communication, and collaboration skills
• Proficient listener, capable of translating requests into actionable tasks
• Excellent troubleshooting and problem-solving skills
• Awareness of Information Security best practices
• Demonstrated knowledge of a broad range of hardware and software

ESSENTIAL RESPONSIBILITIES

• Provide exemplary customer support, primarily in-person, to resolve technology challenges experienced by our employees
• Understanding of MS Windows and Mac operating systems
• Knowledge of – and ability to troubleshoot – a wide variety of software systems, locally installed, client/server, and cloud based
• Partner with agency employees to help them become more efficient with our selection of technology tools
• Present a professional image as a representative of the company
• Establish and maintain effective professional working relationships with co-workers, and every level of management
• Create and update end-user documentation, as needed
• Updating, troubleshooting, and resolving issues in the office network, including servers, routers, switches, VPN, etc.

WHAT YOU CAN EXPECT IN RETURN

• Full time position
• Opportunities for growth and development
• Health & dental insurance options
• London Bridge office with rooftop working and social spaces
• Hybrid/remote working flexibility
• Extended Bank holiday weekends in May and August
• Christmas and New Year period office closure

NOT SURE IF YOU SHOULD APPLY?

Studies show that those identifying as under-represented individuals might have talked themselves out of applying at this point. Don’t worry about checking every single box. At The Opus Group, we are dedicated to building a diverse, inclusive, and authentic team – so if you’re excited about this role, but your past experience doesn’t align perfectly with every single qualification in this job description, we encourage you to apply anyway. You may just be the right candidate for this role or we may have other roles that better align with your skillset.

Physical Requirements

Individuals will be required to sit for the majority of the day and will be required to stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques required. Individuals will be required to travel via airplane, train, taxi, car and/or other means of transportation as needed.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

OTHER DUTIES AND ACKNOWLEDGEMENT

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee/ candidate a general sense of the responsibilities and expectations of the position. Duties, responsibilities, and activities may change at any time with or without notice. This does not create an employment contract, implied or otherwise, other than an "at will" relationship. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Opus Agency does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided based on qualifications, merit, and business need. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.