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.