Systems Support Specialist

Location London
Discipline: Infrastructure & Support
Job type: Permanent
Salary: £45k per annum

​A International Law Firm located in London are looking for Systems Support Specialist to join their team on a permanent basis. The scheduled work hours for the position are 8:30 AM - 5:00 PM or 9:30 AM - 6:00 PM, Monday - Friday (shift will vary based on user support requirements).

ABOUT THE COMPANY

This law firm with global reach, with more than 500 lawyers and offices in Chicago, London, Los Angeles, New York and Washington, DC. The firm is known for its prominent and successful litigation practice and experience handling sophisticated and high-profile corporate transactions. Firm clients include Fortune 100 companies, large privately held corporations, financial services institutions, emerging companies and venture capital and private equity investors. The American Lawyer recognized the firm as the number one pro bono firm in the United States seven of the past 10 years; the firm has been ranked among the top 10 in this category every year since 1990.

ABOUT THE ROLE

The Systems Support Specialist is a non-exempt position reporting directly to the Technical Support Supervisor in the London Office.

Job Qualifications:

  • Educated to Degree level or equivalent experience

  • A minimum of two years of corporate or law firm Helpdesk experience

  • Microsoft Certified Professional Certification preferred

  • Advanced knowledge and ability to troubleshoot word processing applications including macros required

  • Proficiency with Microsoft Word/Excel/Outlook/PowerPoint required

  • Advanced knowledge of remote access applications required

  • Call tracking application experience required

  • Proven computer hardware troubleshooting ability required

  • Understanding of networks and their relation to end-users required

  • Virus detection and removal ability required

  • Legal application knowledge such as NetDocuments, BigHand, iManage and Kofax Power PDF Advanced preferred

  • Working knowledge of video conference tools such as Zoom and Microsoft Teams

  • Effective written and verbal communication skills with unskilled and highly skilled PC users

  • Excellent time management skills, including the ability to meet deadlines while paying attention to details

  • Ability to make quick and clear decisions in accordance with Firm policies

  • Proven ability to work within an environment that is fast paced, requiring changing priorities

  • Proven customer service skills are required to create, maintain, and enhance user relationships

  • Must be able to communicate and interact effectively with people from multi¬functional and diverse backgrounds

Summary of Duties:

  • To be the first point of contact in a two-person IT team supporting approximately 40 users in the Central London office

  • The Systems Support Specialist is responsible for providing hardware and software support to the end users. This includes both via the telephone and desk side support.

  • Frequent interaction with internal and external users including staff, clients and management where courtesy, tact, cooperation and negotiation is required to problem solve user issues. Serves as primary contact with users. Must demonstrate a team spirited attitude.

Supervision:

  • Exercised: There are no supervisory responsibilities associated with this position.

  • Received: This position reports directly to the Technical Support Supervisor. Indirect supervision may be received from the Director of Technology Services and the Director of Administration.

Job Duties:

  • Recommends or performs actions to correct problems based on knowledge of systems.

  • Researches, provides and documents confident, accurate solutions to user problems on a timely basis.

  • Recommends or performs actions to correct problems based on knowledge of systems.

  • Evaluates and prioritizes Helpline tickets. Effectively escalates and documents all support calls for which resolution is not possible.

  • Maintains the call tracking system through the input of resolutions to issues and/or tracking issues that are escalated to a higher level. Enters data and adds/deletes information accurately and timely.

  • Clearly communicates escalation to all involved parties. Monitors the successful resolution of the ticket, providing appropriate progress reporting and status as necessary.

  • Monitors support activity and inform team and manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.

  • Acquires and maintains a high level of knowledge regarding relevant products, current support policies and methods of support delivery.

  • Invites feedback from end user community. Also assists in the investigation of end user complaints and with the delivery of an appropriate remedy and response.

  • Proactively, on a regular basis, tours all floors and visits end users.

  • Fills in as requested and scheduled on the phone support team.

  • Provides support, training, and setup on all computer systems.

  • Provides support and training for all Audio/Visual meetings per standard department procedures.

  • Participates in special projects as requested.

  • During emergency situations (i.e., server outages) tours all floors to keep users informed, answer questions and provides general downtime assistance as required.

  • Assists colleagues in the resolution of support issues.

  • Coordinates training programs with support departments.

  • Communicates with Data Center staff to update, troubleshoot, maintain and repair all network infrastructure hardware.

  • Participates in special projects as requested.

Working Conditions:

  • Ability to work outside scheduled work time as required.

  • Availability by phone and e-mail (24/7) is required, although it is not often called upon. This includes carrying a firm mobile device and checking periodically outside standard operating hours.

  • Work may be performed at a client site or in corporate headquarters in a professional work environment.

  • Hazards include working with office machines (computer, servers, printers and scanning equipment), cleaning supplies and toner.

  • There will be an occasional requirement to visit the off-site data center to carry out work