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Technology Support Specialist

7 months ago

London, United Kingdom Vedder Price P.C. Full time

Vedder Price's London office is seeking a Technology Support Specialist. The Technology Support Specialist provides technical support for all Vedder Price software and hardware to all firm employees and their clients.

**As a Technology Support Specialist, your duties will include but not be limited to**:

- Log all calls in the ticketing system and practice total contact ownership for each ticket created, following department escalation procedures when an issue cannot be resolved within a reasonable timeframe
- Prioritization of calls, tickets and managing workflow
- Diagnose and resolve technical hardware, software and telephone issues. Research unresolved issues using all available resources
- Perform any assigned Subject Matter Expert duties, including working with engineers or vendors to resolve issues
- Report potential trends to management
- Provide holiday support, weekend or evening TSC support coverage when needed
- Must be consistent in performance with mínimal absence and unapproved leave

**Skills & Competencies**:

- Ability to perform detailed troubleshooting of complex technical issues
- Strong interpersonal skills required to communicate with other Technology team members and end users, including the ability to listen and understand situations, problems and solutions.
- Must have positive customer service attitude and ability to work well with other groups
- Effective written and oral communication skills
- Capability to schedule and coordinate multiple activities in results-oriented environment
- Strong organization skills, including the ability to prioritize and independently work on several issues at one time

**Qualifications & Required Experience**:

- Requires a Bachelor’s degree (or equivalent work experience) in one of the following disciplines: Computer Science, Information Management, or related field to provide consultative and technical expertise to customers
- 1-3+ years’ technology support experience preferred
- Experience working in technology support for a law firm or professional services firm preferred
- Position also requires the ability to work under pressure to meet strict deadlines

**Computer Skills**:
To perform this job successfully, an individual must be proficient in the following software:

- Proficiency in Windows 10 and Office 365
- Proficiency in mobile operating systems (iOS and Android) and devices
- Familiarity with end user hardware troubleshooting and network concepts

**Equal Employment Opportunity**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)