3rd Line Support Engineer (Remote within UK)
Job Description
Job title: 3rd Line Support Engineer (Remote within UK)
Company: Opus Tech
Job description:
- OWould you like to work for Opus, one of the UK’s largest independent Managed Service Providers who have recently been recognised as “Very Good” in the Best Companies to work for Awards?
Established in 1992, Opus integrates best of breed solutions, to deliver tailored, managed services to medium and large enterprises from both the private and public sector nationwide. Our world-class expertise is delivered by our internal teams, while leveraging best of breed technology partners such as Microsoft, Mitel, 8×8, Cirrus, Five9, Gamma where we have achieved platinum partner status.We deliver outstanding customer experience and are the only MSP to be awarded the Service Mark accreditation from the Institute of Customer Service.We are a Disability Confident employer and Living Wage accredited.This is a role for a highly motivated and driven individual who has a desire to be an integral part of the business. The role is remotely supporting our Managed Service customers. Previous experience in providing support within an MSP environment is required with the ability to support a variety of simple and complex issues, a deep understanding and proven hands-on intermediate to advanced experience of Microsoft Azure cloud technologies is required, but also exposure to legacy technology such as on premises.Ownership of escalations and the go-to point of contact for serious or complex customer issues is a necessity as well as a manging your outstanding tickets. IT managed services is the fastest growing area of our business so the ability to contribute to documentation and process improvement is also important.Where? Join our Technical Services TeamYou will also be responsible for:.Mentoring other members of the team, create technical documentation within knowledgebase to improve the overall technical capability of the team.Working alongside project management and provisioning teams when necessary to deliver new services on time. Supporting the customer onboarding processesEscalating issues where necessary to the team leader / manager or 3rd parties promptly and resolving to the customer’s satisfaction.Ensuring accurate records are kept within CRM against workload cases, to account for time utilisation.Holding suppliers to account and consistently performing within agreed scope and SLAs.Ensuring client systems do not run beyond end of support or end of life.Suggesting ideas for new products and services to be added to the portfolio of offerings by keeping on top of technology trends and maintaining up to date industry knowledge.Maintaining an up-to-date skills matrixSalary £45k – £50k DOE25 Days Holiday + 8 Bank HolidaysRemote with occasional office attendance for social event/monthly meetingOther organisations may call this role 3rd Line Support Technician, 3rd Line IT Engineer or Third Line Support Analyst.Who? are we looking for?We are seeking a 3 Line Support Engineer with:
- A minimum of 5 years’ experience working in a 3rd line technical IT support role or equivalent
- A high level of exposure and familiarisation with Microsoft technologies with current MS Certificates
- A high level of exposure and familiarization with Azure Compute, Azure Networking, Azure Backups & AVD.
- Familiarisation working according to industry best practice, such as ITIL service strategy.
- Adherence to ISO27001 and Cyber Essentials Plus best practices
Proven knowledge and skills required in the following competencies:
- Microsoft Azure – Compute | Networking | Backups | Storage |
- Extensive knowledge of windows operating systems (server & client)
- SSL Certificates
- Azure Virtual Desktop | RDS
- M365 Compliance Centre & Security Centre
- M365 (Sharepoint | Exchange Online | Teams | OneDrive | OneNote)
- Microsoft Defender for Business/Endpoint
- Microsoft Defender For Office 365
- Microsoft Intune | Autopilot |
- Virtual Private Networks | S2S & P2S/C2S |
- Entra ID | Entra Connect, Conditional Access
- Active Directory (Administration)
- DHCP & DNS
What? can Opus offer you?
- Free daily breakfasts in the office
- Regular companywide events
- Monthly ‘shining star’ employee recognition awards
- Pension and life insurance
- Refer a friend scheme (£1,000)
- Mental health, financial and legal support
- Training and development plans
- State of the art offices
- Option to buy and sell holiday
- Employee Dream Ball – Quarterly chance to win £2.5k towards a dream
Culture is important to us as are our values
- Work together to win together
- Be brave and think differently
- Own it and never give up
- Strive to be the best
- Stay curious and keep learning
Expected salary: £45000 – 50000 per year
Location: Reigate, Surrey
