Job Overview:

As a Analyst, Enterprise Service Desk, you will play a crucial role in resolving technical issues for our Hedge Fund and Private Equity clients. As the first point of contact, you will respond to client issues, collaborate internally and externally to resolve issues, and provide exceptional white-glove service. While this is a client facing support position, it entails a broader and deeper technical skill set and stronger customer service skills than comparable positions within other organizations.

Responsibilities:

• Provide white-glove technical support to our clients via phone, email, and remote login
• Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
• Proactively and consistently communicate with clients and colleagues
• Accurately and promptly record all time in our ticketing system
• Proactively manage ticket queue
  • Ensure all ticket notes and statuses are up to date
  • Troubleshoot client issues and document all steps up through resolution
  • Effectively multi-task to manage workload
• Collaborate on improvement of operational effectiveness
• Document, take ownership of, and escalate issues
• Meet individual and team KPI targets
• Maintain flexibility with respect to work schedule and responsibilities

Skills:

• Excellent customer service skills.
• Ability to demonstrate empathy towards clients and colleagues.
• Prompt answering of emails, phone calls, and other communications.
• Assessment and prioritization of work in a fast-paced environment.
• Functioning at a high level under time constraints and pressure.
• Self-motivated, detail-oriented, and organized.
• Effective communication, interpersonal, organizational, and presentation skills, oral and written.
• Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).
• Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.
• Highly developed and process-oriented problem-solving skills.
• Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
• Continued proactive development of O365.
• Management of a multi-tenant environment.
• In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).
• Management of Active Directory accounts, groups, and permissions.
• Duo Security and other MFA applications.
• Microsoft Exchange Administration.
• Management of Azure Active Directory.
• Management of O365 Admin Portal.
• Citrix XenApp
  • Publishing/Managing Citrix applications
  • Terminate hung sessions
  • Management of Citrix Director and Citrix Studio

• Management of MDM technologies (e.g., Intune).
• Analysis and resolution of disk space remediation, host down, and ISP alerts from monitoring tools (e.g., Nagios).
• Virtual server administration (e.g., VMware vSphere):
  • Resource (e.g., RAM, virtual drives, and CPU) management
  • GPO management
  • Troubleshooting of server performance issues
  • Server roles management
• Troubleshooting of DNS, DHCP, and TCP/IP issues.
• Print queue installation, configuration, and management.

Qualifications:

• High school diploma or equivalent required.
• 5+ years of experience in a related field.
• A degree or some college a plus.
• Technical licenses or training a plus.
• Ability to commute to Frisco office on a hybrid basis

The Benefits of Working for Abacus

• Exposure to a diverse array of technologies.
• Internal opportunities for career advancement.
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation.
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
• Opportunities to further technical education through online courses.
• Positive, friendly, and supportive office environment.
• Workplace perks including healthy snacks and team-building events.

Job Overview:

As a Analyst, Enterprise Service Desk, you will play a crucial role in resolving technical issues for our Hedge Fund and Private Equity clients. As the first point of contact, you will respond to client issues, collaborate internally and externally to resolve issues, and provide exceptional white-glove service. While this is a client facing support position, it entails a broader and deeper technical skill set and stronger customer service skills than comparable positions within other organizations.

Responsibilities:

• Provide white-glove technical support to our clients via phone, email, and remote login
• Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
• Proactively and consistently communicate with clients and colleagues
• Accurately and promptly record all time in our ticketing system
• Proactively manage ticket queue
  • Ensure all ticket notes and statuses are up to date
  • Troubleshoot client issues and document all steps up through resolution
  • Effectively multi-task to manage workload
• Collaborate on improvement of operational effectiveness
• Document, take ownership of, and escalate issues
• Meet individual and team KPI targets
• Maintain flexibility with respect to work schedule and responsibilities

Skills:

• Excellent customer service skills.
• Ability to demonstrate empathy towards clients and colleagues.
• Prompt answering of emails, phone calls, and other communications.
• Assessment and prioritization of work in a fast-paced environment.
• Functioning at a high level under time constraints and pressure.
• Self-motivated, detail-oriented, and organized.
• Effective communication, interpersonal, organizational, and presentation skills, oral and written.
• Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).
• Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.
• Highly developed and process-oriented problem-solving skills.
• Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
• Continued proactive development of O365.
• Management of a multi-tenant environment.
• In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).
• Management of Active Directory accounts, groups, and permissions.
• Duo Security and other MFA applications.
• Microsoft Exchange Administration.
• Management of Azure Active Directory.
• Management of O365 Admin Portal.
• Citrix XenApp
  • Publishing/Managing Citrix applications
  • Terminate hung sessions
  • Management of Citrix Director and Citrix Studio

• Management of MDM technologies (e.g., Intune).
• Analysis and resolution of disk space remediation, host down, and ISP alerts from monitoring tools (e.g., Nagios).
• Virtual server administration (e.g., VMware vSphere):
  • Resource (e.g., RAM, virtual drives, and CPU) management
  • GPO management
  • Troubleshooting of server performance issues
  • Server roles management
• Troubleshooting of DNS, DHCP, and TCP/IP issues.
• Print queue installation, configuration, and management.

Qualifications:

• High school diploma or equivalent required.
• 5+ years of experience in a related field.
• A degree or some college a plus.
• Technical licenses or training a plus.
• Ability to commute to Frisco office on a hybrid basis

The Benefits of Working for Abacus

• Exposure to a diverse array of technologies.
• Internal opportunities for career advancement.
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation.
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
• Opportunities to further technical education through online courses.
• Positive, friendly, and supportive office environment.
• Workplace perks including healthy snacks and team-building events.

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.