Job Summary 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, responding to service requests and incidents, where appropriate escalating to the relevant teams. Your role's 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 is required. Job Summary 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, responding to service requests and incidents, where appropriate escalating to the relevant teams. Your role's 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 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 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. Proficiencies * 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. * 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. * 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 support Mac OS X devices. Qualifications * 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 * Proactive/flexible nature What You Can Expect * 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 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. Polite Notice to Recruitment Agencies: We are recruiting for this role directly, but we do have a preferred supplier list of valued recruitment partners who support us when we need a little extra help. If you are not one of our preferred recruitment partners, we won't accept your CV introductions or grant any candidate ownership to any introductions that you make. Abacus Information Technology Limited is an equal opportunities employer. We value diversity and promote equality across our business. The terminology used in this advert is not intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. Therefore, we welcome qualified applicants applications from all sections of society and are always happy to discuss reasonable adjustments and / or additional arrangements as required to support your application. This role may be subject to a background check after an employment offer has been made, and final employment will be subject to a positive result; in addition, a reference and DBS check may be requested at the final stage of the process. #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Remote IT Support Analyst – Enterprise Service Desk in Edinburgh
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Abacus Consulting values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Abacus Consulting might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Abacus Consulting!
✨Direct Apply to Abacus Consulting
Let's not forget to apply directly through the Abacus Consulting website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Abacus Consulting.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Abacus Consulting. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Abacus Consulting
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
