Job Summary

As Technician, Site Services you will be a member of a Client Support Pod with the core goal of delivering white glove technical service to your Pod’s assigned client base. While your role’s primary focus is to physically service clients in their offices and home offices, all members of the Pod must remain nimble to accommodate modern day hybrid work patterns. This means all members of the Pod must be willing to respond to email tickets, phone calls, remote support sessions and other forms of remote support as requested by their manager.

As a contributing member of a Support Pod, you will spend your time collaborating and communicating with clients, colleagues, and 3rd parties to resolve technical issues and implement new technological devices and services.

This job description sets out the general nature and main duties of the role and is not an exhaustive list. The post-holder may be asked to undertake other duties of a similar nature and level that are reasonably required. ABACUS may update this job description from time to time to reflect changing business needs and will consult with the post-holder before making any significant changes. This job description does not form part of the contract of employment.

Duties and Responsibilities

Provide best in class technical support to our clients primarily onsite and additionally via phone, email and remote.
Support and install all hardware at client sites, including but not limited to: Abacus infrastructure, workstations, printers, and peripherals.
Effectively communicate with both clients and peers ensuring timely responses to client tickets.
Record all work activities in a timesheet in our ticketing system (ServiceNow).
Be one of the primary onsite resource for the UK Support team and build relationships with UK client users. Home visits to set-up or troubleshoot client equipment when necessary.
Must be able to multi-task client issues when applicable.
Document technical issues and take ownership of escalating issues to the appropriate resource.
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.

Technical Skills

Create/Manage Active Directory accounts, groups & permissions
Duo Security and other two factor authentication applications
Microsoft Exchange Administration
Azure Active Directory/Entra ID
Troubleshoot hardware (video cards, USB & peripheral devices, Network appliances and drivers, etc.).
Mobile device management technologies.
Understanding of Networking fundamentals.
VMware vSphere administration.
Install, configure & manage print queues.
Troubleshoot DNS, DHCP and TCP/IP issues.
Managing or working in a multi-tenant environment.
Experience working in financial services.
Ability to work through issues methodically.
Experience administering Windows Server 2012 and above.
Basic experience with policy management (Group Policy & Intune).
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.

Nice to Haves

Ability to lift and work with heavy equipment up to 25KG (such as a UPS).
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.
Positive attitude, team player willing to take on new tasks
Proactive/flexible nature - if you see something that can be improved, suggest it

Qualifications

Minimum 2-4 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