Client Support Point of Contact
- Act as the primary technical liaison between clients and the internal support team, ensuring clear and effective communication of client issues, requirements, and expectations.
- Communicate technical information clearly and manage client expectations by providing timely updates, setting realistic goals, and explaining solutions in understandable terms.
- Strive to exceed client expectations by delivering high-quality support services, resolving issues promptly, and ensuring client satisfaction.
Client Relationship Management
- Develop strong, trusting relationships by engaging clients proactively, understanding their needs, and consistently communicating with transparency.
- Address and resolve client issues efficiently, acting as their advocate within the company to ensure their needs and concerns are understood and addressed promptly.
Full client understanding (own & document)
- Own and document an in-depth understanding of each client’s technical environment, including infrastructure, systems, departments, and services.
- Document all aspects of the client’s technical environment, including infrastructure, systems, departments, key personnel, and services they provide.
- Maintain up-to-date records of configurations, system architectures, network diagrams, and application setups, ensuring accuracy and accessibility for support and planning purposes.
- Acquire and maintain in-depth knowledge of the client’s technical systems, workflows, and business processes to provide effective and informed support.
- Stay informed about changes or upgrades in the client’s environment by regularly reviewing updates and collaborating with client teams.
Own client support and technical environment
- Oversee and manage the technical environments of assigned clients, ensuring optimal performance and reliability.
- Proactively monitor systems, perform routine maintenance, and address potential issues before they impact clients.
Support processes for efficiency & consistency
- Develop, implement, and refine processes to enhance support efficiency and consistency.
- Ensure adherence to best practices and contribute to the continuous improvement of service delivery methodologies.
Recurring issue identification & resolution
- Identify, analyse, and resolve recurring technical issues, developing sustainable solutions to prevent reoccurrence.
- Maintain comprehensive records and documentation to track problems and their resolutions.
Proactively identify improvements
- Evaluate client systems and recommend improvements to enhance performance, security, and efficiency.
- Implement upgrades and changes in line with best practices and client requirements.
Incident resolution & management
- Lead the resolution of complex technical incidents, coordinating with internal teams and clients to ensure effective recovery.
- Provide detailed incident analysis and reports to stakeholders, highlighting root causes and corrective actions.
Support our service desk to support your clients
- Support the service desk team by providing advanced technical expertise and guidance.
- Mentor and train junior staff, fostering their development and enhancing the team’s overall capabilities.
Relationship with Technical Account manager
- Maintain regular communication with the Technical Account Manager (TAM), fostering a collaborative relationship built on trust and mutual respect.
Participate in joint meetings and discussions to align technical strategies and initiatives with client objectives.
Provide technical expertise to support the TAM in identifying solutions and recommendations that address client needs effectively.
Technical Skills
- Operating Systems: Windows 10/11 and Windows Server administration and support.
- Virtualisation and Storage: Proficient in virtualisation technologies (e.g., VMware, Hyper-V), storage solutions, and backup and disaster recovery.
- Networking: Skilled in firewall and switching technologies, DNS, DHCP, and troubleshooting LAN/WAN environments.
- Identity and Access Management: Expertise in Active Directory, Group Policy, and Azure AD/Entra ID.
- Scripting: Competent in PowerShell and basic SQL scripting.
- Cloud Services: Proficiency in Microsoft 365 (M365) administration and security.
- Communication Systems: Experience with IP Telephony, Teams Calling or similar.
- Service Management: Familiarity with ITIL processes and SLAs, and PSA/RMM platforms (e.g., ConnectWise, Automate).
- Remote Desktop Services: Knowledge of RDS, Citrix, and Azure Virtual Desktop (AVD).
Problem-Solving Abilities
- Capable of analysing complex technical issues, identifying root causes, and developing effective solutions under pressure.
Technical Proficiency
- Strong expertise in IT infrastructure management, including risk assessment, cybersecurity, change management, and incident response.
Critical Thinking
- Evaluates situations objectively, anticipates challenges, and makes informed decisions to mitigate risks.
Client Care and Ethics
- Genuinely cares for clients
- Builds rapport and establishes trust
- Puts customer(s) at ease; calms difficult situations
- Treats people with respect
- Keeps commitments
- Sets expectations correctly and then meets them or exceeds them
- Works with integrity
Communication
- Speaks clearly and persuasively
- Listens and gets clarification
- Responds well to questions
- Participates in meetings
- Writes clearly and informatively
Flexibility
- Manages changes in schedule, priority, or responsibility successfully.
Professional Development
- Understand and participate within our EOS business success platform
- Enhances current skills through self-study and directed training.
- Achieves industry certifications and keep existing certifications valid and up to date
- Shares learnings with team members.
- Provides mentoring and guidance to colleagues.
