JOB DESCRIPTION Role: Client Services Technician Location: London (City office) Reporting to: Client Services Manager Based in our London office, the Client Services Technician will also be required to attend multiple client sites, together with fulfilling scheduled on-site commitments. Some occasional UK travel may be required. The successful applicant will have a broad range of first / second line skills gained in a demanding environment. The role requires good customer facing skills and workload management. Summary of Duties Ensure high levels of customer satisfaction is maintained Ensure all KPI’s and SLA’s are achieved Perform as a first / second line engineer for remote and on site fixes Liaise with third line engineers when escalation is necessary Liaise with account managers to ensure continuity of services and provision of new services Manage system installations, hardware and software upgrades Handle incidents and service requests in a timely manner Take part in Business Continuity Planning, implementation and testing Coordinate with third parties for support, installation and maintenance Support users in the use of Microsoft Office software Implement software upgrades and installs as required Maintain procedures and system documentation Promote Onyx within client the base Previous experience Experience of working in an outsourced environment Understanding of ITL framework and related processes Managed third party vendor relationships Technical Experience Windows 7/10 All versions of Microsoft Office Windows Server 2008 onwards Microsoft Exchange Active Directory Mobile devices including Blackberry, Android and all types of mobile device Apple Mac and associated apps VMWare Citrix Remote connectivity tools such as Dameware, Citrix Go To Assist and RDP Support of all Apple products Desirable Cisco Juniper Sharepoint Any knowledge of Cloud / virtual computing Telephony Qualifications ITIL V3 Foundation MCSA