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For Companies At a Glance
- Tasks: Deliver top-notch technical support to clients both onsite and remotely.
- Company: Join a dynamic team in a leading Managed Service Provider.
- Benefits: Enjoy generous leave, private medical insurance, and competitive pay.
- Why this job: Make a real difference by helping clients with cutting-edge tech solutions.
- Qualifications: 2+ years in IT roles with strong customer service skills required.
- Other info: Flexible hours and opportunities for career growth in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
Overview
As Client Support Technician, 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. The role’s primary focus is to physically service clients in their offices and home offices, with flexibility to respond to email tickets, phone calls, remote support sessions, and other forms of remote support as requested by the manager.
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 resources 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.
Requirements (Must Have)
- 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
- Troubleshoot hardware (video cards, USB & peripheral devices, Network appliances and drivers, etc.).
- Understanding of Networking fundamentals.
- VMware vSphere administration.
- Troubleshoot DNS, DHCP and TCP/IP issues.
Nice To Have
- Managing or working in a multi-tenant environment.
- Experience working in Financial services.
- Microsoft certified.
- Ability to work through issues methodically.
- Experience administering Windows Server 2012 and above.
- Basic experience with policy management (Group Policy & Intune).
Schedule
- Monday to Friday, 8 am to 5 pm.
- Out of hours on-call rotation for emergency onsite requirements.
Work Location
- Based in Mayfair office with visits to client offices.
The Benefits Package Consists Of
- Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
- 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
If you feel you have the necessary experience to go forward for this role, please apply now. We’d love to see your CV.
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Client Support Technician employer: Abacus Group
Contact Detail:
Abacus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Support Technician
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the company’s values and work environment. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your experience aligns with the role of Client Support Technician, especially your technical skills and customer service experience.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples where you’ve tackled technical issues or provided exceptional support. This is your chance to shine and demonstrate your ability to handle the challenges of the role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and keep you fresh in their minds.
We think you need these skills to ace Client Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Client Support Technician role. Highlight your technical expertise, especially with Microsoft 365 and hardware troubleshooting, to show us you’re the right fit!
Show Your Passion: We love seeing candidates who are genuinely excited about helping others. In your cover letter, share a bit about why you’re passionate about tech support and how you’ve gone above and beyond for clients in the past.
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points for key achievements and make sure your contact details are easy to find. We want to get to know you without sifting through too much info!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Abacus Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft 365 and hardware troubleshooting. Be ready to discuss specific scenarios where you've successfully resolved issues, as this will show your hands-on experience.
✨Showcase Your Customer Service Skills
Since the role is all about delivering top-notch support, prepare examples of how you've gone above and beyond for clients in the past. Think about times when you turned a negative experience into a positive one.
✨Be Ready for Practical Scenarios
Expect some practical questions or scenarios during the interview. They might ask you how you'd handle a specific technical issue or client interaction, so think through your problem-solving process and be ready to articulate it clearly.
✨Demonstrate Your Team Spirit
This role involves working closely with a team, so highlight your ability to collaborate and communicate effectively. Share experiences where you've contributed to team goals or helped a colleague out, showing that you're a team player.
