Job Summary
A unique opportunity to join and grow within a leading technology provider, serving the financial services sector. You will be the client's first point of contact during the after-hours period, responding to service requests and incidents, where appropriate escalating to the relevant SME teams, utlising the on-call system when required. Your role will be exclusively providing remote support to our clients. This position requires a high level of professionalism while performing support tasks as required. Experience working directly with end users on a daily basis along with a passion to deliver superior customer experience and technology is required.
Responsibilities (including but not limited to the following as required):
Provide best-in-class technical support to our clients primarily via phone and email.
Effectively communicate with both clients and peers ensuring timely responses.
Record all work activities in a timesheet in our ticketing system (ConnectWise).
Must be able to multi-task client issues when applicable.
Document technical issues and take ownership of escalating issues to the appropriate SME team.
Must be able to fulfil shift schedule (11PM until 8AM).
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 may be occasional requirements to work out of regular scheduled hours for client onboardings and other project work.
Proficiencies:
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.
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.
Technical Skills:
Create/Manage Active Directory accounts, groups & permissions.
Duo Security and other two factor authentication applications.
Microsoft 365.
Microsoft Entra/Azure Active Directory/Intune.
Troubleshoot hardware (video cards, USB & peripheral devices, and drivers, etc.).
Understanding of Networking fundamentals.
VMware vSphere administration.
Install, configure & manage print queues.
Troubleshoot DNS, DHCP and TCP/IP issues.
Experience administering Windows 10/11 and Server 2012 and above.
Experience administering Windows Server 2012 and above.
Nice to Haves:
Ability to learn new technologies and systems quickly.
Experience managing or working in a multi-tenant environment.
Experience working in financial services and/or MSP space.
Microsoft certified.
Ability to work through issues methodically.
Basic experience with policy management (Group Policy & Intune).
Experience in supporting Mac OS X devices.
Qualifications:
Minimum 3 years' experience working in IT roles demonstrating excellent customer service and support.
Relevant professional qualifications a plus
Great attitude, team player always willing to pitch in and take on new tasks
Proactive/flexible nature
What you can Expect:
Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
Gym discount
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
You'll love this job if:
You are highly STRATEGIC: You are always looking for opportunities to produce the best work output with the most efficiency
You are extremely ORGANISED: You are not overwhelmed by the thought of tackling multiple tasks simultaneously.
You are DETAIL ORIENTED: You appreciate the importance of having detailed and precise information.
You are a strong COMMUNICATOR: You are a people person and collaborate well with others.
You are AGILE: You adapt well to changing needs and priorities and are able to pivot easily to achieve goals and deadlines.
You are PASSIONATE: about your work and support the people at this company.%{{advertiserId}}% %%{{category}}%%

Abacus Group LLC

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