We are Opus-UK, part of the EverythingTech Group; an award-winning group based in Sheffield and the city centre of Manchester. COVID19 has increased our business volumes so we are looking to recruit some top talent to help us grow and thrive!
We are looking for an experienced 2nd Line Technician to join our Help Desk Team:
Job Purpose
To provide 2nd Line IT support to all end users, assisting them with hardware and software problems via phone, email and Web chat. Provide and ensure a high level of customer service is delivered at all times. You will work effectively to ensure all customer issues are resolved within the agreed Service Level Agreement timeframes. Taking ownership of customer issues and being pro-active in dealing with them. Contributing to the helpdesk and working to the helpdesk processes whilst adhering to set standards and escalating tickets when required.
Key Tasks and Responsibilities
- Provide a professional and personal first point of contact to all end users
- To provide 2nd line IT Support to all end users
- To handle escalated tickets from 1st line technicians providing feedback when resolved to support 1st line development.
- Ensure that all support requests and incidents are documented effectively with regular client communication via phone, email and web chat
- Provide exceptional Customer Service support striving to achieve first time resolution
- To escalate relevant and more complex work to the Senior Technicians
- Meet the Helpdesk KPIs and Service Level Agreements
- Undertake maintenance tasks for monitored systems
- Prepare customer hardware or software ready for project delivery
- Take on ad hoc project work
- Proactively seek feedback on ticket closures to improve customer satisfaction
- Undertake and assist with any other roles to ensure the smooth running of the business
Experience, Qualifications, Personal Attributes
- 2 years experience of 1st/2nd line support
- Interest and experience in general IT services
- High understanding of PCs, servers, email, telephony, backup, firewalls, switching and routers
- Strong experience with Windows, Microsoft Office, Microsoft Teams and Microsoft 365
- In-depth knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN
- Positive attitude and thinker
- Hard worker, self-motivated with the ability to work under pressure
- Eager to continually develop technical and customer service skills
- Excellent communication and people skills
- Excellent time management skills with the ability to prioritise workload
- Computer based qualification
- CompTIA Network+, Security+, Server+ or other certification
Key Relationships
- All members of the Senior Leadership Team
- All Technical Staff
- All Non-Technical Staff
- All Project Managers
- All Existing Customers
- All New Customers
- All Suppliers and Vendors
Valuing Diversity and Inclusion
At Opus-UK we aim to create a workforce that is representative of our society. Knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are regardless of; age, gender, ethnicity, sexual orientation, religion or ability.
Hours of Work
- 37.5 hours per week
- Includes some working away from home when completing customer site visits
- Additional hours as required dependent on the needs of the business
Salary and Benefits
- Incentives such as £10k for for being employees of the year
- Pension
- 25 days of annual leave
- Access to training funds