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, utilizing 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.
* 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.
* Troubleshoot hardware (video cards, USB & peripheral devices, and drivers, etc.).
* Understanding of Networking fundamentals.
* VMware vSphere administration.
* 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.
* 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).
* 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.
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