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Technical Support Specialist

3 months ago

Birmingham, Birmingham, United Kingdom Pinsent Masons Full time
Job Title: IT Support Analyst

Location: Birmingham

About the Company:

At Pinsent Masons, we unite exceptional talent to achieve our goals. Our culture is built on curiosity, continuous learning, and collaboration. We value your insights and encourage you to contribute to our award-winning team, where you will engage with industry leaders and build meaningful connections while making a significant impact. You will have the chance to tackle diverse and stimulating challenges in a supportive environment that prioritizes outstanding results.

Role Purpose:

In our expanding business, technology plays a vital role, and our IT teams are spearheading a Digital Transformation initiative to enhance our operational efficiency and client service. This initiative encompasses substantial technical upgrades, including a standardized Windows desktop environment focusing on Microsoft 365 and other cloud solutions, aimed at modernizing our application landscape and phasing out outdated on-premise systems.

We seek a proactive and enthusiastic individual with a strong affinity for technology, customer service, and problem-solving, who has experience in a second-line support role within a corporate setting. The position is primarily office-based, but our team has adopted a flexible working model, allowing for a blend of remote and in-office work.

Occasional support for our European offices may be necessary. You will oversee the daily operation and upkeep of all IT-related hardware and systems, which includes everything from configuring laptops and mobile devices to troubleshooting software and system issues. Additionally, you will participate in various project implementations, including an office relocation in the near future.

Our IT Service Desk operates in both the UK and Australia, providing 24/5 support and ensuring that all IT incidents are initially logged. Issues will only be escalated to local teams if they cannot be resolved via phone, with a Technical Services team available for more complex problems or major incidents outside of core hours.

Key Responsibilities:
  • Deliver remote or on-site support to facilitate prompt resolution of technical challenges.
  • Set up and maintain desktops and laptops, both in-office and remotely, including support for Citrix and Cisco AnyConnect.
  • Install, configure, and troubleshoot essential software applications, including Windows 11 & 10, Office 365, and various core business applications.
  • Manage Active Directory, Azure, Endpoint Manager, and Exchange.
  • Support and troubleshoot all company iPhones and iPads, addressing complex mobile device issues.
  • Oversee IT hardware inventory, ensuring audits and maintaining minimum stock levels.
  • Ensure adherence to IT security protocols in line with the firm's Information Security Policy.
  • Troubleshoot and manage the firm's multifunction printers.
  • Address hardware and software issues for networking devices, including routers, switches, and servers.
  • Collaborate with other Technology Department teams to ensure effective call resolution.
  • Utilize remote resolution tools to implement software updates and system changes as per IT team directives.
  • Document all calls in the Service Management software to maintain accurate records and facilitate analysis.
  • Monitor local and remote call queues to uphold high service standards.
Candidate Profile:

We are looking for candidates who possess the following skills and qualifications:
  • Strong communication skills, as this is a customer-facing role.
  • A commitment to delivering exceptional customer service.
  • A proactive attitude, eager to learn and passionate about a career in technology.
  • Organized and methodical, with the ability to meet targets and objectives.
  • Self-sufficient, with the initiative to apply creative problem-solving techniques.
Qualifications:
  • Minimum of 6 GCSE grades or equivalent, including Mathematics and English.
  • Technology-focused NVQ, HNC, or BTEC qualification.
What We Offer:
  • Flexible working arrangements, including the option to work from home.
  • Carers' leave for up to five paid days for caregiving responsibilities.
  • 25 days of annual leave, with the option to purchase or roll over additional days.
  • Contributory pension scheme up to 5%.
  • Private healthcare coverage.
  • Death in service benefit (4 times base salary).
  • Access to interest-free loans for season tickets, gym memberships, and rental deposits.
  • Cycle-to-work scheme.
Next Steps:

After submitting your application, our Recruitment team will review it and communicate the outcome via email. We typically conduct two interview stages, allowing you to meet different members of the hiring team at each stage. The first interview is usually virtual, while the second is typically in-person at the relevant office. We strive to remain flexible based on the role's requirements and the candidate's needs.

Our strength lies in our diversity.

We are committed to inclusivity and are proud to be a Disability Confident employer, a top Stonewall employer, and a founding member of the Mindful Business Charter. We value diverse perspectives and ideas, believing that they lead to innovative solutions for our clients' most complex challenges. We aim to create a comfortable interview environment where all candidates can showcase their skills and experiences.