System Support Specialist - based in any of our East Anglian offices
The Role
As a valued member of our Business Systems Team and an in-house extension to our outsourced IT support provider, you will be responsible for the day-to-day technical support for Ashtons Legal’s IT systems and applications. You will report directly to our internal Lead Systems Support Specialist but work collaboratively with our outsourced IT support partner.
Responsibilities
1. Provide onsite and remote IT support for hardware and software to end users in conjunction with 3rd party managed service provider
2. Contribute to and maintain a shared knowledge base of support guides and articles
3. Maintain hardware inventories and carry out stock checks
4. Identify and make improvements to IT processes, systems and services
5. Ensure that IT Security and Data Protection Legislation is adhered to at all times
6. Provide remote hands assistance to more senior technical resource as and when required
7. Work as part of a team of system support specialists to provide response and site visits during site outages
8. Monitor system alerts including email block notifications
9. Manage staff onboarding and offboarding process including account setup/changes and issuing and collecting returned equipment
10. Work closely with the Systems Trainer to ensure supporting documentation and processes stored on the knowledge base are up to date, based on the latest changes and innovations delivered by the Innovation and UX Team
11. Manage and distribute mobile phones and billing
12. Provide technical assistance to the firm’s clients where they are struggling to use our systems to communicate and/or share files
Desirable knowledge, skills and experience
1. Operational knowledge of working with service management tools
2. Administration of user accounts and email through Active Directory and Azure AD
3. Microsoft Mobile Device Management tools like Intune or 3rd party equivalents
4. Windows Server operating systems 2008-2019 and Windows 10/11
5. Standard troubleshooting, administrative and configuration tools (CMD and PowerShell)
6. Create / Update documentation, including Procedures and user guides
7. Networking: DNS/DHCP/TCPIP, VLANs, Routing
8. Willingness to develop skills through research and training
9. Experience of Access control systems
Core Software Products
1. Peppermint – Legal Case management system based on Microsoft SQL/SharePoint and CRM/Dynamics
2. Microsoft Office 2016 to current, Microsoft Teams and other Office 365 tools
3. Egress Prevent/Protect and Workspace
4. Paxton Net2
5. Mimecast
6. Apple Business Manager and Microsoft Intune
7. Lansweeper
8. Service Management and Knowledge Base Software
9. Big Hand Go and Now (Dictation and Workflow/work distribution)
10. Forticlient / Fortinet – VPN Software
Requirements
1. A clear communicator with an excellent telephone manner
2. A Team player with a strong work ethic, self-motivating, trustworthy, reliable, honest and willing to be flexible
3. You will be dealing directly with the firm's staff and occasionally clients so you must be approachable, punctual and well presented at all times
4. Excellent clear communication either on the phone or via electronic methods
5. Own a car and able to travel between offices upon request, for which you will be able to reclaim mileage
6. Ability to work above and beyond your conventional office hours to complete tasks or resolve critical issues, for which can be claimed as overtime or time in lieu
7. Live within one hour of one of Ashtons Legal offices
Ashtons Legal is an equal opportunities employer and we welcome applications from all communities and backgrounds.
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