IT Support Engineer

Role overview

Opus 2 is hiring an IT Support Engineer for a new position within its IT function in London. This role is suited to someone with hands-on IT support experience who can help deliver dependable support to users across the business while contributing to the stability and improvement of the wider technical environment.

The company emphasizes learning and development, strong employee benefits, and a friendly workplace culture.

Key responsibilities

• Partner with the global IT Support team to deliver high-quality assistance to end users.
• Monitor, diagnose, and support internal systems and environments.
• Serve as the main contact for support requests raised through the service desk and work toward resolution in line with defined processes.
• Provide both remote and onsite technical support where required.
• Manage core services such as email, Active Directory, antivirus, DHCP, and DNS.
• Work within existing change management, patching, supplier management, and licensing processes.
• Troubleshoot issues proactively and help prevent repeat incidents.
• Contribute to project planning and delivery activities.
• Create, update, and review technical documentation.
• Support and maintain network infrastructure.
• Handle user complaints professionally and work to resolve dissatisfaction.
• Deploy patches across hardware, software, networks, and environments, while supporting technical architecture and system integration.
• Act as a contact point for escalations to third-party vendors.
• Administer and maintain mission-critical web and database servers.
• Set up and configure new server systems needed for business operations.
• Support firewall administration and help maintain client network security alongside the Network Security Specialist.
• Investigate major incidents and recurring problems, then document findings.

Requirements

• Practical experience supporting Windows 11, macOS, and Microsoft Office 365.
• Working knowledge of Office 365 services such as SharePoint, Exchange, and Azure AD.
• Experience with Linux environments.
• Understanding of iSCSI and related storage technologies.
• Familiarity with VPN solutions, including DirectAccess and Always On VPN.
• Knowledge of network components, network operating systems, and computer hardware.
• Ability to troubleshoot network connectivity issues and understand firewall behavior.
• Hands-on experience installing, modifying, maintaining, and repairing IT hardware and software.
• Experience managing domain controllers, Active Directory, DHCP, and DNS.
• Exposure to WDS and other deployment tools.
• Experience with Microsoft Intune or similar MDM platforms.
• Experience supporting cloud telephony and video conferencing tools such as RingCentral, Teams, and Zoom.
• Experience using ticketing systems such as Freshservice or ServiceNow.
• Ability to perform routine checks on systems, servers, backups, and firewalls.
• Comfortable acting as an escalation point for incident resolution.
• Resilient and able to work under pressure and meet tight deadlines.
• Willingness to build documentation skills across reports, policies, procedures, and workflows.
• Desirable exposure to Microsoft Azure and Amazon Web Services.
• Desirable ITIL v4 Foundation certification.
• Desirable MCSE, MCITP, or equivalent certification.
• Desirable CCNA and/or CCNP certification.
• Desirable PRINCE2 and/or Agile experience.
• Desirable knowledge of ISO 27001.
• Strong teamwork, leadership, and communication skills.
• Self-motivated, results-driven, and proactive with initiative.
• Committed to producing high-quality work.
• Able to plan ahead and assess personal performance critically.
• Comfortable in a relaxed, less structured working environment.
• Reliable, adaptable, and persistent.
• Strong communication skills for working with varied colleagues and end users.
• Curious, eager to learn, and motivated to expand technical skills.
• Able to manage several priorities at once and recommend suitable solutions.

Working pattern

Standard hours are Monday to Friday, 09:00 to 17:30. The role may require alternate shift patterns depending on business needs. Out-of-hours or on-call support may also be necessary. Travel can be required to support regional offices in Europe, the Americas, and APAC.

Benefits

• Contributory pension scheme.
• 26 days of annual leave, with flexible working and additional entitlement based on service length.
• Private health insurance.
• Loyalty share scheme.
• Enhanced maternity and paternity support.
• Employee assistance programme.
• Electric vehicle salary sacrifice option.
• Cycle to work scheme.
• Calm and mindfulness sessions.
• One paid day off to volunteer for charity or use as dependent cover.

Additional information

Opus 2 describes itself as a global leader in legal software and services, serving leading legal teams worldwide. The company highlights its people-first culture and positions this role as part of an environment that values development, support, and collaboration.