IT Support Deskside Engineer

The role:
We have an exciting opportunity for an IT Support Deskside Engineer to join our IT department in our London office.

This is an advisory role within the IT Support team, acting as a point of escalation and deputising for the team leader. The successful candidate will be required to work from the Simmons & Simmons London Office 5 days per week. The main purpose of the role is to provide face to face support to customers in a range of technologies and disciplines, including both hardware and software. You will need to perform complex fault finding.

Main aim of the role:

• To provide support to London users on Windows 10 and Office 2016.
• Deskside/ floor walking support and Engagement.
• Retain end to end ownership and resolution of calls working within the internal IT support teams.
• All work completed within agreed SLAs and KPIs.
• Delivery of excellent customer service.
• To deliver world class IT service desk support for Simmons & Simmons globally.

What will you do:
A successful candidate's main duties and responsibilities will include:

• Deskside Engagement and support of office and remote based IT hardware.
• Develop Engagement with the Partners & Fee Earners, local staff, and Technology teams.
• Ensure standards, policies and procedures are developed, maintained, communicated and followed within the region.
• Identify and communicate common issues and problems to the appropriate contact in Technology and the practice.
• Provide input to the maintenance of procedures.
• Work with the Information Technology team to identify recurring and common incidents and contribute to the developments/solutions which reduce them.
• Maintain and ensure adherence to daily and monthly metrics (i.e. initial response, support turnaround time, customer service survey etc.).
• Active input and ownership of allocated IT Projects.
• Develop and maintain expert knowledge in relation to all of Simmons & Simmons' business applications and a knowledge base for any aspects specific to remote offices in order to enhance the overall level of service provision.
• Assist with the support of the Simmons & Simmons technical infrastructure, working in conjunction with the relevant teams (IT Support, Technical Support, Change and IT Training, 3rd Line Technical Teams).

What we are looking for:

• Ideally some form of College IT qualification or equivalent.
• Ideally previous experience of working in a IT helpdesk.
• Ideally at least 1+ years technical IT support experience.
• Ideally experience of working in service-orientated company working towards KPI's and SLA's.
• Experience Service Now or other call logging systems.
• Previous telephone support and problem solving.
• Good understanding of document comparison tools, Document management systems.
• Logical and objective approach to problem solving.
• Flexibility and ability/willingness to work out of hours, if required, to support the implementation of changes. Additionally, experience of working in an 'on call' environment to provide support to the first and second line teams for priority incidents.
• Willingness to undertake occasional international travel, if required, to support business needs.

Career Level:
The career level assigned to this role is level 2. The career level framework provides a formal structure for the business services functions at the firm. The framework, which ranges from level 1 to level 7, clearly defines the responsibilities, skills and competencies required at each level.

Here at Simmons & Simmons:
Simmons & Simmons is a place where dynamic minds thrive. Our culture is built on work that matters, you will work on inspirational and thought-provoking projects, using your influence to create positive impact for our clients, society and the planet. We also ensure that everyone's voice is heard from day one, irrespective of job title, qualification, or background. You'll be encouraged to have an enquiring mind and share ideas that can drive the firm forward. Through innovative learning and development opportunities, you will be provided with a platform to excel, enabling you to exceed your career ambitions and do things you never thought were possible.

Some key information:

• We offer a competitive package including bonuses dependant on role/level, private medical insurance and pension contribution.
• Our global skills academy provides our people, regardless of their role and location, with excellent learning opportunities (including live workshops, podcasts, short videos and practical learning experiences).
• We have adopted a hybrid working approach with a requirement for a minimum of three days in the office with flexibility dependant on role/team/client demands.
• We are proud to rank as a Stonewall Top Global Employer and a Top 75 Employer for Social Mobility.
• We have a range of social and sports committees, summer and winter parties and monthly get togethers.
• We have a range of diversity networks to connect people and celebrate our differences which is integral to our inclusive culture.
• All UK offices have their own artwork collections – including Damien Hirst and Tracey Emin pieces in the London office. We have a long-standing history in supporting the art community especially up-and-coming artists.
• We have recently introduced a Strategic Advisory Council which is a mix of associates and business services who will propose strategic initiatives that align with our firm's mission and support the delivery of our Business Plan, shaping the future of our next-generation law firm.

Equal opportunities:
We are committed to fostering equality, diversity and inclusion within our firm and to ensuring equal employment opportunities. We believe that this commitment creates a vibrant and rewarding work environment. We are therefore committed to:

• Upholding equal opportunities, regardless of race, ethnicity, religion, belief, age, disability, sexual orientation, sex, gender reassignment, gender identity, marital status, or pregnancy, including maternity and paternity. This commitment extends to addressing any instances of perceived or associative discrimination and harassment. We also ensure fair treatment during recruitment and selection processes for those who are serving or have served in the armed forces, along with their families.
• Accommodating requests for flexible working arrangements whenever possible. We encourage you to discuss your needs with us if this is something you require.
• Making our roles accessible to individuals with diverse abilities. If you need any reasonable adjustments during the recruitment process, please let us know so we can meet your needs.
• We offer a range of employee networks to support our colleagues. More information about these networks can be found in the D&I Information booklet that candidates are sent when invited to interview.

We encourage you to apply even if you don't meet every single requirement. We are looking for individuals who are passionate and eager to learn and grow with us. Your unique experiences and perspectives could be a great addition to our team.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you're interested in finding out more about this position, please contact the Recruitment Team. To apply for the role, click on the link at the bottom of the page or visit our career page for more details.