Hybrid paying up to 40k
Areas Of Focus And Responsibilities
* Perform technical support functions via phone, remote connection, and desk-side visits.
* Log calls in the Service Desk management tool to ensure incidents and requests are managed in a timely manner and escalated using the correct procedures. Close calls when a satisfactory resolution has been achieved.
* Correctly diagnose software and hardware faults and liaise with 3rd party engineers. Incidents should be carried out within reasonable time scales and monitored to resolution.
* Identify major support incidents and liaise with support teams, following the Major Incident process.
* Build and support laptops, desktops, printers, and remote devices such as iPhones.
* Inform the Service Desk Manager of any escalating support issues in order that they may be resolved within reasonable time scales.
* Assist with user account management.
* Administer IT asset inventories, ensuring records are kept fully up to date.
* Produce and maintain technical documentation and articles for the knowledge base.
Essential Requirements
* Experience working in a Law firm/Professional environment.
* ITIL foundations certificate in Service Management.
* Technical knowledge of supporting Windows 10 Professional in a networked environment.
* Experience of working in a Microsoft Active Directory and Exchange environment.
* Detailed knowledge of the Microsoft Office 365 suite including installing, configuring, and supporting within a network environment.
* Understanding of networking technologies (wired and wireless).
* Knowledge of remote working technologies - Citrix and DUO 2 factor Administration.
* Mobile phone (iPhone) support and administration.
* PC and Laptop configuration.
* Configuration, analysis, and diagnostics of PC, Printer, and Laptop faults. Familiarity with PC hardware, Lenovo Laptops, HP Laser printers, and Canon multifunction devices.
* Document Management System - iManage or similar.
* Professional Services specific applications - Laser forms, Elite, and InterAction.
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