Technician,SiteServices

Job Summary: 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 resource 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 pri