A prestigious global law firm based in Glasgow is seeking for a Technology Support Specialist to provide daily 2nd level IT support to the company and its users. The candidate for this role must have strong problem solving skills, technical knowledge to support both software and hardware concerns, and excellent customer service skills.
Duties and Accountabilities:
Deliver a high standard of customer service.
Take ownership of problems and be proactive in dealing with support issues.
Keep end users fully informed of the progress of their support incident at all times.
Monitor the call queue within the Service Desk system to ensure calls are resolved in an efficient manner and according to business need, priority, Service Level Agreement.
Ensure that all work is logged and tracked through the Service Desk system.
Desktop Support:
Provide second-level floor support based on escalated incidents from the Service Desk.
Providing day to day meeting support including setup of client and internal meetings requiring computer and Audio visual support.
Configure, support and maintain PCs and other IT equipment as required.
Manage and maintain equipment inventory records via serial number, user and location to include: PC/Laptops, smart devices (iPhones), telephones, monitors, printers and other peripherals.
Maintain accurate record of all loaner devices to include: PC/laptop, smart devices, printers and peripherals including coordination and timely return of all leased equipment.
Maintain a detailed understanding of all aspects of user account management in relation to the employee life cycle including: AD accounts, smart devices (iPhones), SecurID, McAfee account etc.
Computer assignment and office setups are completed before the start date.
Assist in the preparation of user account moves to another office.
Setup and maintain RSA SecurID accounts and distribute tokens.
Undertake and assist with IT equipment moves in support of internal office moves and changes as may be required.
Meeting Support:
Schedule Video Conferences with TMS system checking availability of the units.
Liaising with the local office Guest Services team to ensure the meeting room(s) and equipment is available and booked following local office room and equipment booking procedures.
Organise WebEx & Audio connections required for meetings.
Work with the local office booking team to ensure you receive regular room booking reports showing equipment needed in all rooms.
Ensuring all equipment is in full working order and for presentation, computers ensure they always have the latest security patches installed.
Personal Qualifications:
2+ years experience in a similar role
Team player who is ambitious and motivated
Excellent interpersonal skills and patience working with others
Must be able to multitask and work in a fast-paced environment
Must have excellent communications skills, customer service skills, problem-solving/trouble-shooting, follow-up skills and organisational skills
Excellent verbal and written presentation abilities
Capable of grasping new concepts without prior experience
College degree or relative work experience
Ability to lift or move equipment, if needed
Technical Qualifications:
ITIL Foundation certification or practical experience of ITIL is desirable
Knowledge of the following would be advantageous
Hands-on experience in desk side troubleshooting
Application support experience of: word processing applications (MS Word), document management systems (Interwoven), email applications (MS Outlook), distributed time entry programs (DTE), spreadsheet and presentation applications (MS Excel/MS PowerPoint), and remote communications applications/security (Citrix/Secure ID)
Exposure and/or experience with database applications
Administrative knowledge and experience of Microsoft back-office products, Understanding of Networking Directory Services, Microsoft ADS, LDAP, TCP/IP DHCP, DNS
Knowledge of WebEx, AV support / Cisco AV. Deliver a high standard of customer service.
Take ownership of problems and be proactive in dealing with support issues.
Keep end users fully informed of the progress of their support incident at all times.
Monitor the call queue within the Service Desk system to ensure calls are resolved in an efficient manner and according to business need, priority & Service Level Agreement.
Ensure that all work is logged and tracked through the Service Desk system.