Technical Support Specialist II

About the Business:

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today's top model creators for each individual legal use case.

About our Team:

Our core team consists of 4 members in the UK and 4 in France. We are part of a global infrastructure and operations organization with more than 300 staff distributed worldwide. We pride ourselves on being a friendly, approachable, and inclusive team. Collaboration and support are at the heart of how we work, and we strive to create an environment where everyone feels valued, respected, and empowered to contribute.

About the Role:

Deliver in-person and remote technical support for laptops, operating systems, software, printers, and mobile devices, including user training and issue resolution. Proactively monitor and analyse laptop performance to identify issues, determine root causes, and implement solutions that improve system health and efficiency.

Responsibilities:

• Provide technical support in person and remotely to troubleshoot and support laptop, operating system, software, printer, mobile device & user education issues
• Proactive monitoring of laptops to identify machines in poor health, analyse where the issue lies, and find a resolution to increase laptop performance
• Utilise automation opportunities to negate repetitive tasks
• Use AI assistants responsibly to triage tickets, draft customer updates, summarize logs, and generate/refresh knowledge articles
• Handle onboarding/offboarding workflows and processes

Requirements:

• Bachelor's Degree in Computer Science, or Degree plus two years of technical support experience, or three plus years technical support experience.

• Experience and technical knowledge of Desktop OS and applications (Windows, MAC) and Office 365.

• Solid networking skills.

• Hardware software installation and troubleshooting.

• Active Directory fundamentals.

• Mobile Device Management (Azure/Intune).

• ITIL practices awareness.

• Strong customer service ethic.

• Excellent problem-solving skills and good organizational skills.

Working for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Generous holiday allowance with the option to buy additional days
• Health screening, eye care vouchers and private medical benefits
• Wellbeing programs
• Life assurance
• Access to a competitive contributory pension scheme
• Save As You Earn share option scheme
• Travel Season ticket loan
• Electric Vehicle Scheme
• Optional Dental Insurance
• Maternity, paternity and shared parental leave
• Employee Assistance Programme
• Access to emergency care for both the elderly and children
• RECARES days, giving you time to support the charities and causes that matter to you
• Access to employee resource groups with dedicated time to volunteer
• Access to extensive learning and development resources
• Access to employee discounts scheme via Perks at Work

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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