IT Support Engineer

About Opus 2

Opus 2 is a global leader in legal software and services, trusted partner of the world’s leading legal teams. All our achievements are underpinned by our unique culture where our people are our most valuable asset.

The Role:

We are looking for someone with IT support experience to join our team in an exciting new role within the Opus 2 IT team. We offer excellent opportunities to develop and train, outstanding benefits, and a friendly and inviting environment to work in.

What you’ll be doing:

• Working with our global IT Support Engineers to provide top class support to end users.
• Assisting in the monitoring, troubleshooting, and supporting of our internal environment(s).
• Point of contact for user support request delivered via the service desk ticketing system, driving resolution in accordance with well-established policies and procedures.
• Provide remote and onsite technical support when needed.
• Administration of email, AD, AV, DHCP, and DNS.
• Work with our existing Change Management, Patch Management, Supplier Management and Licensing processes.
• Proactive problem solving.
• Participate in project planning activities.
• Documentation production and review.
• Network Infrastructure support and management.
• Respond to complaints, taking all appropriate actions to turn any dissatisfied users into satisfied users.
• Deploy patches on hardware/software/networks/environments as well as supporting the architecture and integration of technical solutions.
• Act as liaison for escalations to 3rd party vendors.
• Administration and maintenance of mission critical web and database servers.
• Configuration and set-up of all new server systems required for the company’s activities.
• Firewall administration and overall client network security with the Network Security Specialist.
• You will also research and document major incidents and problems.

What we’re looking for in you:

Applicants should have key skills and proficient experience in the following areas:

• Windows 11, macOS and Office 365 suite.
• Microsoft Office 365 platforms (SharePoint, Exchange, AAD).
• Linux experience.
• iSCSI and other file storage technologies.
• VPN technologies including but not limited to DirectAccess and Always On VPN.
• Network components, network operating systems and computer hardware components.
• Network troubleshooting- Basic and/or advanced connectivity testing and firewall knowledge.
• Hands-on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software.
• Domain controllers, Active Directory Management, DHCP, DNS.
• WDS and other deployment tools.
• Microsoft Intune or other MDM tools.
• Cloud phones and videoconferencing systems (RingCentral, Teams, Zoom).
• Freshservice, ServiceNow or other ticketing solutions.
• Performing daily system checks, servers, backups, and firewall monitoring.
• Being an escalation point for incident resolution.
• Resilience and resourcefulness to work effectively under pressure and to tight deadlines.
• Eagerness to acquire documentation skills (reports, policies, procedures, workflows).

Applicants are desired to have/should be aiming to achieve:

• Microsoft Azure and Amazon Web Services.
• ITIL v4 Foundation.
• Certifications in MCSE/MCITP or equivalent.
• CCNA and/or CCNP.
• Prince 2 and/or Agile.
• ISO 27001 knowledge.

We will support you to achieve these within your time of employment with us or with any other training requirements we identify you will need/desire to obtain.

Personal requirements:

• Excellent team player with proven leadership and communication skills.
• Self-driven, results-oriented with a positive outlook, initiative, and leadership ability.
• A clear focus on high quality work.
• A natural forward planner who critically assesses own performance.
• Comfortable working in a non-corporate, relaxed, and unstructured working environment.
• Reliable, flexible, and determined.
• Good communication skills for dealing with diverse range of colleagues and end users.
• Keen for new experiences and a drive to grow skill sets.
• Must be able to handle the pressures of simultaneously co-coordinating a wide range of activities and recommend appropriate solutions when needed.

Hours:

The company’s standard working hours are from 09.00 to 17.30 each week from Monday to Friday. Please be aware, you may be required to work different shift patterns to support business requirements. Out-of-hours or on-call support could also be required. Travel may also be required to support our regional offices in Europe, Americas and APAC.

Benefits:

Working at Opus 2, you’ll receive:

• Contributory pension plan.
• 26 days annual holidays, flexible working, and length of service entitlement.
• Health Insurance.
• Loyalty Share Scheme.
• Enhanced Maternity and Paternity.
• Employee Assistance Programme.
• Electric Vehicle Salary Sacrifice.
• Cycle to Work Scheme.
• Calm and Mindfulness sessions.
• A day of leave to volunteer for charity or dependent cover.