Onsite Client Support Technician

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