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Location: Manchester City Centre / London
Reports to: IT Supervisor / IT Manager
About the Company
gunnercooke LLP is a Top 50 law firm with recognition across 28 disciplines and over 50 individually ranked lawyers. Having launched in 2010, the firm has grown to over 450 solicitors, including 360+ Partners.
We are the blueprint for the future of legal services, a firm that is passionately, obsessively focused on brilliant service for its clients. A law firm, with a difference.
Our purpose is simple; to deliver a positive impact for our clients, provide a better life for our people and to leave a better world than we found.
Purpose of the role
As we break away from tradition, we’re bringing fresh ways of working. At gunnercooke, when a new Partner joins, our unique model and flexible working practices often means more engagement directly with our IT systems than at a traditional law firm. Our IT team is dedicated to making this transition smooth and effortless, using innovative technology to enhance efficiency and offering tailored training and support to ensure Partners are confident and proficient with our systems.
Key Responsibilities
1. Provide technical support for hardware, software, and network issues, ensuring timely and accurate resolutions.
2. Act as an escalation point for 1st line support, offering more in-depth troubleshooting and support.
3. Manage and resolve incidents, service requests, and technical queries in line with the firm's SLAs.
4. Maintain and support Windows-based desktops, laptops, and mobile devices.
5. Administer and troubleshoot issues with Office 365, Active Directory, and Exchange.
6. Provide support for legal-specific applications, such as case management and document management systems.
7. Perform regular system maintenance tasks, including patch management, software updates, and backups.
8. Liaise with third-party vendors and service providers to resolve issues as necessary.
9. Maintain accurate documentation of support processes, resolutions, and system changes.
10. Contribute to IT projects, such as system upgrades and rollouts.
11. Mentoring 1st line support staff is an essential part of the role. Helping to ensure the team delivers high-quality support to users while fostering the development of junior staff.
The Person
1. Strong and varied IT skills and interest in technology.
2. Problem solver with an intuitive, systematic, thorough, and common-sense approach.
3. Ability to research, to solve issues or to improve existing systems.
4. Clear and concise written and spoken communication skills; ability to present information in a structured and balanced way.
5. Client service oriented. Reliable, keeps commitments, and proactive.
6. Credible, has experience of working with demanding individuals.
7. A calm, professional, welcoming approach; be able to maintain a positive and cheerful demeanor to building excellent working relationships with a wide variety of partners.
8. Good coaching ability, with an aim to encouraging Partners to be self-sufficient.
9. Thrive on spinning many plates with a cool head and to empathise with those you are spinning them for.
10. Be a good team player demonstrating trustworthiness, loyalty and commitment to the firm and your team.
11. Willing to travel occasionally and work unsocial hours if business need dictates.
Desired Experience
1. Experience working confidently on a busy service desk, for a growing organisation.
2. Understands the nature of legal work and the challenges that lawyers face in executing client work (desirable, not essential).
3. Experience with document management systems, resolving networking issues, and providing remote support.
4. Management of technological hardware in a corporate environment.
5. Experience using Office 365 and SharePoint Online.
6. User account and licensing management in AzureAD and O365.
7. Good understanding around Cybersecurity and Data Protection.
8. Experience working in a trusted and privileged position maintaining the confidentiality and integrity of confidential and/or sensitive information and documents.
For more information about gunnercooke please visit www.gunnercooke.com
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
Legal Services
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