Client Support Technician

Overview

As Client Support Technician, you will be a member of a Client Support Pod with the core goal of delivering white glove technical service to your Pod’s assigned client base. The role’s primary focus is to physically service clients in their offices and home offices, with flexibility to respond to email tickets, phone calls, remote support sessions, and other forms of remote support as requested by the manager.

• Provide best in class technical support to our clients primarily onsite and additionally via phone, email and remote.
• Support and install all hardware at client sites, including but not limited to:
  Abacus infrastructure, workstations, printers, and peripherals.
• Effectively communicate with both clients and peers ensuring timely responses to client tickets.
• Record all work activities in a timesheet in our ticketing system (Connect Wise).
• Be one of the primary onsite resources for the UK Support team and build relationships with UK client users. Home visits to set-up or troubleshoot client equipment when necessary.
• Must be able to multi-task client issues when applicable.
• Document technical issues and take ownership of escalating issues to the appropriate resource.
• Must be amenable to occasional travel.
• Must meet the minimum standard for personal key performance indicators.
• Must contribute to the overall success of team mandated goals and key performance indicators.
• Must be flexible regarding duties and hours of work; there will be occasional requirements to work out of hours for client onboardings and other project work.

• Incredible sense of pride and passion for what you do and a desire to help your teammates.
• Must be neat, organised, energetic, and show initiative.
• Minimum 2 years’ experience working for a Managed Service Provider (MSP) or in IT roles demonstrating excellent customer service and support.
• Support and provide expertise of the evolving Microsoft 365 suite of products, self-learning and self-training new products and services when applicable.
• Experience with advanced hardware troubleshooting and the installation of core Networking equipment.
• Ability to lift and work with heavy equipment up to 25KG (such as a UPS).

• Create/Manage Active Directory accounts, groups & permissions
• Duo Security and other two factor authentication applications
• Microsoft Exchange Administration
• Troubleshoot hardware (video cards, USB & peripheral devices, Network appliances and drivers, etc.).
• Understanding of Networking fundamentals.
• VMware vSphere administration.
• Troubleshoot DNS, DHCP and TCP/IP issues.

• Managing or working in a multi-tenant environment.
• Experience working in Financial services.
• Microsoft certified.
• Ability to work through issues methodically.
• Experience administering Windows Server 2012 and above.
• Basic experience with policy management (Group Policy & Intune).

• Monday to Friday, 8 am to 5 pm.
• Out of hours on-call rotation for emergency onsite requirements.

• Based in Mayfair office with visits to client offices.

• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive Compensation
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance

If you feel you have the necessary experience to go forward for this role, please apply now. We’d love to see your CV.