Remote Client Support Technician

Summary

Join our team as a Client Support Technician and deliver white glove technical service to clients while collaborating with colleagues and 3rd parties to resolve technical issues.

Requirements

• 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
• Minimum 2 years’ experience working for a Managed Service Provider (MSP) or in IT roles demonstrating excellent customer service and support
• 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
• Ability to lift and work with heavy equipment up to 25KG (such as a UPS)
• Strong Technical Skills in the following areas : 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

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 (ConnectWise)
• Be one of the primary onsite resource for the Dublin Support team and build relationships with Dublin 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

Benefits

• 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