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.