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Support Specialist
4 months ago
A International Law Firm located in London are looking for Systems Support Specialist to join their team on a permanent basis.
The scheduled work hours for the position are 8:30 AM - 5:00 PM or 9:30 AM - 6:00 PM, Monday - Friday (shift will vary based on user support requirements).
This law firm with global reach, with more than 500 lawyers and offices in Chicago, London, Los Angeles, New York and Washington, DC.
The firm is known for its prominent and successful litigation practice and experience handling sophisticated and high-profile corporate transactions.Firm clients include Fortune 100 companies, large privately held corporations, financial services institutions, emerging companies and venture capital and private equity investors.
The Systems Support Specialist is a non-exempt position reporting directly to the Technical Support Supervisor in the London Office.A minimum of two years of corporate or law firm Helpdesk experience
Microsoft Certified Professional Certification preferred
Proficiency with Microsoft Word/Excel/Outlook/PowerPoint required
Advanced knowledge of remote access applications required
Proven computer hardware troubleshooting ability required
Understanding of networks and their relation to end-users required
Legal application knowledge such as NetDocuments, BigHand, iManage and Kofax Power PDF Advanced preferred
Working knowledge of video conference tools such as Zoom and Microsoft Teams
Effective written and verbal communication skills with unskilled and highly skilled PC users
Ability to make quick and clear decisions in accordance with Firm policies
Proven customer service skills are required to create, maintain, and enhance user relationships
To be the first point of contact in a two-person IT team supporting approximately 40 users in the Central London office
The Systems Support Specialist is responsible for providing hardware and software support to the end users. This includes both via the telephone and desk side support.
Received:
This position reports directly to the Technical Support Supervisor. Indirect supervision may be received from the Director of Technology Services and the Director of Administration.
Effectively escalates and documents all support calls for which resolution is not possible.
Enters data and adds/deletes information accurately and timely.
Monitors support activity and inform team and manager of any perceived trends, positive or negative, in calls being received and/or solutions being employed.
Acquires and maintains a high level of knowledge regarding relevant products, current support policies and methods of support delivery.
Invites feedback from end user community. Also assists in the investigation of end user complaints and with the delivery of an appropriate remedy and response.Fills in as requested and scheduled on the phone support team.
Provides support, training, and setup on all computer systems.
Provides support and training for all Audio/Visual meetings per standard department procedures.
Participates in special projects as requested.
server outages) tours all floors to keep users informed, answer questions and provides general downtime assistance as required.
Assists colleagues in the resolution of support issues.
Coordinates training programs with support departments.
Communicates with Data Center staff to update, troubleshoot, maintain and repair all network infrastructure hardware.
Participates in special projects as requested.
Availability by phone and e-mail (24/7) is required, although it is not often called upon. Hazards include working with office machines (computer, servers, printers and scanning equipment), cleaning supplies and toner.
There will be an occasional requirement to visit the off-site data center to carry out work
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