At a Glance
- Tasks: Deliver top-notch technical support to clients both onsite and remotely.
- Company: Join a dynamic tech company focused on client satisfaction and innovation.
- Benefits: Enjoy generous leave, gym discounts, life insurance, and private medical cover.
- Other info: Flexible working hours with opportunities for career growth and development.
- Why this job: Be part of a supportive team making a real difference in clients' tech experiences.
- Qualifications: 3+ years in IT with strong customer service skills and technical expertise.
The predicted salary is between 35000 - 45000 £ per year.
As Technician of 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 be based in our London office or client sites 5 days a week. 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.
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.
- 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 3 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.
- 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).
Monday to Friday, 8 am to 5 pm. Out of hours on-call rotation for emergency onsite requirements.
Work LocationBased in Abacus UK office with visits to client offices.
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
Technician, Site Services employer: Dormont Manufacturing Co
As a Technician in Site Services at our London office, you will join a dynamic Client Support Pod dedicated to delivering exceptional technical service to our clients. We pride ourselves on fostering a collaborative work culture that values employee growth, offering generous benefits such as gym discounts, private medical insurance, and a contributory pension scheme, all while ensuring a supportive environment for your professional development. With opportunities for meaningful client interactions and the chance to work with cutting-edge technology, this role is perfect for those looking to make a significant impact in a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Technician, Site Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technician, Site Services
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
