A unique opportunity to join and grow within a leading technology provider, serving the financial services sector. You will be client’s first point of contact, responding to service requests and incidents, where appropriate escalating to the relevant teams. Your roles primary focus will be providing remote support to our clients. This position requires a high level of professionalism while performing daily 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.
Responsibilities (including but not limited to the following as required):
Provide best in class technical support to our clients primarily via phone and email but on occasions also onsite at client offices.
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 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.
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.
Create/Manage Active Directory accounts, groups & permissions
Duo Security and other two factor authentication applications
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.
Managing or working in a multi-tenant environment.
Experience working in Financial services and/or MSP space.
Ability to work through issues methodically.
Basic experience with policy management (Group Policy & Intune).
Experience in support Mac OS X devices.
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