Technical Support Professional

7 days ago

Sheffield, Sheffield, United Kingdom Intellect Group Full time

Job Summary:

We are seeking a highly skilled and proactive IT Technician to join our team at Intellect Group. As an IT Technician, you will be the first point of contact for all IT-related issues and queries within the firm, providing timely and efficient technical support to ensure minimal disruption to our operations.

Key Responsibilities:

  • Provide technical support at 1st-3rd line level for all IT-related incidents and service requests, utilizing your expertise to troubleshoot problems and resolve issues efficiently.
  • Diagnose and resolve hardware and software issues for desktops, laptops, printers, mobile devices, and other IT equipment, ensuring seamless operation of our IT infrastructure.
  • Assist with the setup and configuration of new hardware, software installations, and user account management, ensuring a smooth onboarding process for new employees.
  • Escalate complex issues to the appropriate teams and work closely with 2nd and 3rd line support to ensure swift resolution, minimizing downtime and ensuring business continuity.
  • Maintain accurate records of all incidents, service requests, and resolutions using our IT Service Management system, providing valuable insights for process improvement.
  • Provide user training and guidance on IT systems and software applications, including Microsoft Office, document management systems, and legal-specific software, ensuring employees have the necessary skills to work effectively with technology.
  • Contribute to the development and maintenance of IT documentation, knowledge base articles, and support guides, ensuring our IT knowledge base is up-to-date and comprehensive.
  • Assist in the rollout of IT projects, including upgrades and new system implementations, ensuring a smooth transition to new technologies.
  • Follow IT security protocols and assist in the enforcement of IT policies to protect sensitive data and ensure compliance with data protection regulations, maintaining the highest standards of data security.

Requirements:

  • Previous experience in a similar IT support or service desk role, ideally within a professional services environment.
  • Strong knowledge of Windows operating systems, Office 365, and Active Directory, with a solid understanding of IT infrastructure and networking principles.
  • Experience with remote support tools and basic networking troubleshooting (TCP/IP, DNS, DHCP), with a proven ability to resolve complex technical issues.
  • ITIL Foundation certification or equivalent is desirable but not essential, as we are willing to invest in the right candidate's development and growth.

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