Job Summary
As Technician, Site Services 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. While your role’s primary focus is to physically service clients in their offices and home offices, all members of the Pod must remain nimble to accommodate modern day hybrid work patterns. This means all members of the Pod must be willing to respond to email tickets, phone calls, remote support sessions and other forms of remote support as requested by their manager.
As a contributing member of a Support Pod, you will spend your time collaborating and communicating with clients, colleagues, and 3rd parties to resolve technical issues and implement new technological devices and services.
This job description sets out the general nature and main duties of the role and is not an exhaustive list. The post-holder may be asked to undertake other duties of a similar nature and level that are reasonably required. ABACUS may update this job description from time to time to reflect changing business needs and will consult with the post-holder before making any significant changes. This job description does not form part of the contract of employment.
Duties and Responsibilities:
- 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 (ServiceNow).
- Be one of the primary onsite resource 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.
Technical Skills:
- Create/Manage Active Directory accounts, groups & permissions
- Duo Security and other two factor authentication applications
- Microsoft Exchange Administration
- Azure Active Directory/Entra ID
- Troubleshoot hardware (video cards, USB & peripheral devices, Network appliances and drivers, etc.).
- Mobile device management technologies.
- Understanding of Networking fundamentals.
- VMware vSphere administration.
- Install, configure & manage print queues.
- Troubleshoot DNS, DHCP and TCP/IP issues.
- Managing or working in a multi-tenant environment.
- Experience working in financial services.
- Ability to work through issues methodically.
- Experience administering Windows Server 2012 and above.
- Basic experience with policy management (Group Policy & Intune).
- 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.
Nice to Haves:
- Ability to lift and work with heavy equipment up to 25KG (such as a UPS).
- 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.
- Positive attitude, team player willing to take on new tasks
- Proactive/flexible nature - if you see something that can be improved, suggest it
Qualifications:
- Minimum 2-4 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
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.
Polite Notice to Recruitment Agencies: We are recruiting for this role directly, but we do have a preferred supplier list of valued recruitment partners who support us when we need a little extra help. If you are not one of our preferred recruitment partners, we won’t accept your CV introductions or grant any candidate ownership to any introductions that you make.
