What are the responsibilities and job description for the Onsite Client Support Technician position at Abacus Group LLC?
Job Description
Job Description
Job Overview
As an Onsite Client Support Technician, you will have the opportunity to be an IT superhero, saving the day for our Hedge Fund and Private Equity clients when technical issues arise. As the face of our organization for your primary clients, you will spend your time responding to client issues, collaborating internally and externally to resolve issues, and providing exceptional white glove service to our clients. Your role will be pivotal in ensuring our clients' operations run smoothly, allowing them to focus on their core business objectives and succeed in their endeavors.
Responsibilities (including, but not limited to the following) :
Provide best in class technical support to our clients via phone, email, remote login and / or on-site as necessary
Client on-site visits throughout the work week, resolving assigned tickets
Answer inbound phone support requests and triage issues to the appropriate department or technician for prompt resolution
Support all workstation, printer and peripheral client equipment
Communicate to both clients and colleagues early and often
Record all work via time entries in our ticketing system (ConnectWise) in a timely manner
Actively manage all tickets in your queue by ensuring all notes and statuses are up to date
Troubleshoot client issues and document all steps up to resolution in ticketing system
Self-manage distributed workload and actively address on-going tickets
Establish a Primary and / or Secondary onsite relationship with your assigned clients
Home visits to set-up or troubleshoot client equipment when necessary
Provide analysis and input in a team environment
Must be able to multi-task client issues when applicable
Document technical issues and take ownership of escalating issues to the appropriate resource
Must meet the minimum standard for personal key performance indicators and contribute to the overall success of team mandated goals
Must be flexible regarding duties and hours of work
Ability to lift over 25 lb of equipment
Skills :
Fundamental knowledge of client / server, Active Directory and Operating system technologies to identify and correct issues in client computer systems
Strong technical skills in the following areas :
Duo Security and other two factor authentication applications
Microsoft Exchange Administration
Familiarity with Azure Active Directory
Familiarity with Office 365 admin portal
Citrix XenApp
Publish / Manage Citrix applications
Removing hung sessions
Familiarity with Citrix director and Citrix studio a plus
Troubleshoot hardware (video cards, USB & peripheral devices and drivers, etc.)
Mobile device management technologies (Intune and Xen Mobile)
Understanding of networking concepts
VMware vSphere
Virtual server administration :
Disk remediation
Increasing resources, RAM CPU
Managing and viewing GPO's
Troubleshooting server performance
Configuring and managing server roles
Install, configure & manage print queues
Troubleshoot DNS, DHCP and TCP / IP issues
Self-motivated, detail-oriented and organized
Excellent communication (oral and written), collaboration, organizational, and presentation skills
Ability to manage / troubleshoot hardware (video cards, USB & peripheral devices and drivers)
Ability to troubleshoot Activesync, BES and other mobile device technologies
Ability to work independently and efficiently to meet deadlines
Ability to assess and prioritize work in a fast paced environment
Ability to manage resources both laterally & vertically
Qualifications :
HS diploma required
Bachelor's degree a plus
Technical certifications and training a plus
5 years minimum experience in a relevant field
GREAT ATTITUDE, team player always willing to pitch in and take on new tasks
Proactive / flexible nature - if you see something that can be improved, suggest it
The Benefits of Working for Abacus :
Competitive compensation
Robust benefits package : medical, dental, vision, disability, life insurance, 401k, and PTO
Exposure to diverse array of technologies
Part of a team of experienced technicians that aim to deliver exceptional service
Opportunities to further technical education through certification programs
Positive, friendly, supportive office environment
Workplace perks such as healthy snacks, wellness program, and fun events
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