Trident Benefits Overview

Co-manage B2B client accounts as the primary daily contact, handling inquiries, coordinating internal teams, managing tickets and documentation, supporting proposals and quotations, sourcing IT products, resolving escalations, and identifying account-growth opportunities. The role supports Relationship Managers by ensuring client satisfaction, retention, and efficient service delivery while building expertise for potential progression into a Relationship Manager position.

Provides first-line IT support through phone, email, and ticketing systems. Troubleshoots hardware, software, networking, login, password, and application issues using remote access. Owns tickets through resolution while meeting SLAs, documenting work, updating clients, and escalating complex issues. Supports Microsoft environments, follows ITIL-aligned processes and ISO requirements, and delivers strong customer service. The role includes ongoing training, mentorship, and qualification opportunities.

Provide onsite and remote end-to-end technical support and project delivery, including installs, upgrades, audits and training. Manage incidents to SLA, administer Microsoft and Azure environments, virtualisation, networking, firewalls, and backup/DR solutions while maintaining client relationships and documentation.