A Prestigious Global Law Firm based in the City of London is seeking a Technical Support Specialist to join their team on a permanent basis with Hybrid working.
ABOUT THE COMPANY
The company is an elite global law firm. With 2,300 lawyers, annual revenue of US$3.1 billion, and experience that spans 158 years, they have established a reputation using legal strategies in successfully representing clients in more than 70 countries on complex transactional, investigation, regulatory, and litigation matters.
With 21 offices strategically situated in key commercial and financial hubs throughout the United States, Europe, and Asia Pacific, their perspective and their reach are truly global. Their lawyers and business professionals, fluent in more than 80 languages, possess the cultural awareness and cross-border legal acumen needed to bring clarity to a dynamic business landscape.
Their offices are found in Beijing, Boston, Brussels, Century City, Chicago, Dallas, Geneva, Hong Kong, Houston, London, Los Angeles, Miami, Munich, New York, Palo Alto, San Francisco, Shanghai, Singapore, Sydney, Tokyo, and Washington, D.C.
ABOUT THE ROLE
They are looking for a Technical Support Specialist responsible for delivering service desk assistance to employees throughout the organisation. The preferred candidate should possess a demonstrated proficiency in essential software applications such as operating systems, word processing, imaging, remote access, and call logging software, among others.
Duties and Responsibilities
Essential Duties and Responsibilities:
Provide IT Desk side support to firm personnel.
To ensure locally raised incidents/requests are logged and entered accurately into the firms service management system in a timely, efficient manner
Respond to calls escalated by the 1st line service desk in a timely, efficient manner.
Identification and escalation of trending and problem incidents.
Software/Hardware testing, evaluation and installation.
PC Imaging and deployment.
Administer team inbox/calendar.
Routing, networking and configuring VOIP phones
Unified communications support, including the setup and testing of AV events in conference rooms.
Implementing and maintaining corporate information security standards
Work within weekly rotating shift pattern.
Other Duties and Responsibilities:
Maintain IT Documentation.
Procurement of IT equipment.
To be on-call as required by the firm.
Provision of support services to other European offices.
Be available for overtime, weekend work and the possibility of European travel.
To undertake any other tasks or responsibilities that reasonably fall within the remit of this post.
Attend off site training.
Technology Exposure:
Windows Operating systems and Office software.
IT Service Management System.
Document management system.
Software distribution package testing.
Mobile device setup and configuration.
Qualifications
Education and/ or Experience
Required:
Proven software skill set in commonly used operating systems, word processing, Imaging, remote access and call logging software.
Proven knowledge of commonly used hardware and peripherals.
Proven skills in managing and handling industry standard smartphones and mobile devices e.g. iPads, iPhones & Android.
At least two years’ experience of support provision in a networked site in an environment demanding high system availability.
Demonstrable Customer Service skills.
Demonstrable telephone and customer facing skills.
Proven ability to obtain successful results by working with third parties (such as consultants or hardware vendors).
Ability to manage a demanding workload in time sensitive situations.
First class communication skills.
Self-Motivator and Team player.
'Can do' approach to all matters.
To provide evidence of personal and professional development.
Exposure to ITIL best practices.
Preferred:
Experience of working with Win 10, Office 365, Litera Compare, NetDocuments, Webex/Jabber, Service Now, SCCM, Citrix and Global Protect VPN.
Experience of working with Lenovo/Dell desktops/laptops.
Experience of using the Blackberry mobile app portfolio.
Experience of preparing multi-site video conferences and webinars.
Experience of operating within a law firm environment.
Professional certification in the company's Software and Hardware suite.
ITIL Foundation Certification.
Other Skills and Abilities:
Strong organisational skills.
Strong attention to detail.
Good judgment.
Exhibits independent thinking.
Strong interpersonal communication skills.
Strong analytical and problem solving skills.
Works harmoniously and effectively with others.
Able to preserve confidentiality and exercise discretion.
Able to work under pressure.
Able to manage multiple projects with competing deadlines and priorities.
A self-starter who desires to show ownership and commitment to the job.
Demonstrates effective oral and written communication skills.
Customer service skills.
Physical installation and moving of IT hardware.