On-Site Support Technician

Established  law firm seeks an On-Site Support Technician to join their busy team in London, this role is a 3-month Fixed Term position. The London On-Site Support Technician (OST) is the first point of IT contact responding to user enquiries (via telephone, email, chat or in person) and is primarily responsible for providing technical assistance/support for computer systems, software, telephony and network related issues along with providing meeting/event technology support.

• Competitive Salary up to £50 000

• Superb employee benefits

On-Site Support Technician Key Responsibilities:

• Interface directly with all Firm personnel in order to provide telephone, remote and desk-side client technology support on all application, hardware, hardware peripheral, telephony and network related issues.
• Set-up and support internal and external meetings, presentations, conference calls and events as needed. Assist in configuring and supporting the various web conferencing platforms used to facilitate meetings (e.g. Webex, Zoom, Teams.)
• Provide support/training for the firm’s telecommunications system, including instruction in phone use and dialling, maintenance of voicemail passwords and configuring conference calls.
• Provide assistance with document production including converting documents from one application to another, the concept of metadata risks and removal, and the ability to correct and reformat documents using styles/schemes, format and insert pictures and tables. Ability to assist in the creation of merged documents, mailing lists, labels, hyperlinks, and fillable forms. Assist with the creation of spreadsheets and presentations.
• Adhere to incident management, change management and knowledge management processes and best practices. Ensure effective incident lifecycle management by carrying out comprehensive information gathering and documenting troubleshooting steps whilst ensuring incidents are escalated in a timely manner where required. Ensure end users are kept up to date with progress on their incidents and requests using effective communication and keeping the Service Management System up to date. Must also track multiple similar incidents and be able to identify and initiate Major Incidents, communicating these to IT colleagues and users as appropriate.
• Maintain technical currency in all Level One software packages as well as with all supported hardware systems. Maintains technical currency with Level Two software packages necessary to support assigned Firm personnel.

On-Site Support Technician Key Requirements:

• One to three years of technical experience within a Law firm preferred.
• Proficient with the latest Windows and Microsoft Office Suite versions with particular emphasis on Word and Outlook.
• Support experience with Service Now, iManage Work 10, Litera Compare, Active Directory Users & Computers, Exchange Management Console, SCCM, Mobile Device Management, Citrix, VPN and Remote Desktop Services on all platforms and any other legal applications is preferred.
• Advanced knowledge and support of various mobile email devices (Apple iOS, Android, etc.)
• Possess a basic understanding of LAN/WAN networking fundamentals including IP addresses/ DHCP/ DNS, the role of VLANS, Wireless technology, routers, switches and telephony.