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Information Technology Support Technician

2 weeks ago

Glasgow, Glasgow City, United Kingdom Jones Whyte Full time

Direct message the job poster from Jones Whyte

Talent Acquisition Leader at Jones Whyte LLP

Do you thrive in a fast-paced environment and have a passion for delivering excellence in IT Support? If so, Jones Whyte has an excellent opportunity for you where you will have the chance to shine and contribute your expertise.

Why Jones Whyte?

At Jones Whyte, we're more than just a law firm— we are a dynamic community built on collaboration, innovation, and a shared commitment to excellence. Joining us means stepping into a role where your expertise is valued, and your growth is a priority.

The Role

As a first-line IT Support Technician, you will be supporting the firm with essential tasks, ensuring the smooth running of our technology. You will work closely with the wider IT team to respond promptly to requests via our ticket system, support & maintain hardware, and assist with new & ongoing projects. Additionally, you will liaise with all our staff in person and remotely, via tickets or on the phone, understanding their requirements and managing all requests in line with the department's service level agreements.

You will have the direct support of an experienced IT Manager and wider team along with in-house developers. Due to the nature of the work involved in this role, you will be required to be in the office full-time.

The role demands you to be proactive and focused, with a positive attitude and calm approach. You should be a strong team player capable of demonstrating an understanding of Technology. As part of our team, you'll not only play a key role in the success of our IT department but also gain opportunities to develop your skills and achieve your career ambitions, all while contributing to a thriving and supportive environment.

Key Responsibilities:

  • Providing first-line support
  • Responding promptly to IT support requests
  • Supporting & maintaining hardware and software
  • Escalate requests within the team as and when required
  • Manage user accounts and permissions using Active Directory and other relevant systems
  • Ensuring all requests and incidents are documented and reported in the appropriate manner
  • Working to department KPIs and targets

Requirements:

  • At least, 1 year of experience in a first-line IT support role
  • Proficiency with Windows, Microsoft Office & 365 administration
  • Experience working with ticketing systems
  • Knowledge & understanding of Active Directory
  • Understanding of networking fundamentals (TCP/IP, DNS, DHCP)
  • Ability to work with a hands-on approach to install/troubleshoot hardware
  • Excellent communication & interpersonal skills, with the ability to explain technical issues to non-technical users
  • Strong organisational and multitasking abilities
  • Commitment to confidentiality

Desirable but Not Essential:

  • Experience working in a Law firm and/or with legal software
  • Basic knowledge of VoIP phone systems and video conferencing platforms
  • ITIL certification or knowledge of IT service management frameworks
  • Experience using Pulseway RMMC

Company Benefits & Perks:

  • Holiday Loyalty Scheme: Earn an Additional 5 Days of Holiday
  • Buy and Sell Up to 3 Holiday Days Each Year
  • Company Pension Scheme
  • Company Bonus Scheme
  • Industry-leading Maternity and Paternity Policies
  • Company Referral Scheme
  • Annual Company Day Out
  • Birthday Early Finish
Seniority level

Entry level

Employment type

Full-time

Job function

Customer Service, Information Technology, and Legal

Industries

IT System Operations and Maintenance

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