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Technical Support Technician

  • Job Type :

    Permanent

    Full-Time

  • Salary : £50-55,000.

Leading US law firm is looking to hire a new Support Technician to provide support to the London and EMEA region, this role is paying between £50-55,000.

 

In this position you will report and work directly with the Manager in a team of two, with duties including:

 

  • Investigate, troubleshoot, and resolve all computer software and hardware problems; these include, but are not limited to, MS Office, MS Outlook, iManage, internet access, remote connectivity, and printing.
  • Provide on-site and remote technical support, desk side training, and customer service for all Information Technology related issues.
  • Provide mobile device support to include setup of mobile devices (iOS, Android) connected to the firm’s mobile device management and remote authentication applications.
  • Provide and recommend software/hardware specific solutions for incidents or requests.
  • Isolate recurring technical issues to proactively address customer problems.
  • Open, review, resolve, and close group-assigned support tickets according to SLAs.  Track all requests for service and support in the incident tracking software.
  • Prevent loss of customer functionality with regular maintenance on workstations prior to deployment and re-imaging.
  • Maintain firm desktop and laptops imaging process, which includes data backup and configurations for new and existing users.
  • Create, maintain, and update IT equipment in the Configuration Management environment that includes asset tags, updates to customer associations, and off-site movement of firm issued hardware including phones, tablets and mobile devices.
  • Responsible for participating in all on-going training deemed necessary by Technical Support Supervisor.
  • Create and maintain in-house team documentation; these include but are not limited to, setup checklists, equipment summaries, and documentation for the IS Documentation Library.
  • Ability to maintain asset register documentation
  • Ensure customer satisfaction by reviewing and performing follow-up communications on resolved tickets.
  • Provide weekend and after-hours on-call support as required by the position.
  • Responsible for new setups/terms equipment that includes relocation of employee equipment as required.
  • Provide basic new hire IS training.
  • Assist with computer deployment and equipment relocation. Monitor IS terminations and return equipment.  Prepare end of life equipment for donation/disposal.
  • Provide technical assistance as required for Information Services projects and rollouts.
  • Oversee daily audio visual and video conference room support for internal, external, and client meetings.
  • Complete post network downtime system testing.
  • Assist with office set-ups and moves within the office
  • Ability to travel regularly to offices as required, sometimes with short notice. Must be available after business hours as required.
  • Perform other duties as assigned by the Technical Support Supervisor.

Applicants require previous IT Technician experience from within a law firm, preferably a minimum of 5 years where you have had exposure of troubleshooting both hardware and software plus are highly skilled at offering remote and office support.  Additionally a positive, friendly and time efficient customer service approach is key where you are able to work with stakeholders at all levels with the same level of integrity, delivery and consideration.