Technology Support Analyst II

We are currently recruiting for a Technology Support Analyst II, on a 12 month fixed term contract, to work Monday to Friday 9.30am to 5.30pm in our London office.

POSITION OVERVIEW

The Technology Support Analyst II is responsible for day-to-day PC hardware and software support. This includes imaging, installing, diagnosing, repairing, maintaining, and upgrading personal computers and related systems. The candidate must have strong analytical skills and the ability to operate in highly high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible. The individual will also be required to assist the Firmwide IT Service Desk by providing 1st line phone support to our customers.

In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries. The candidate must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, and must have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals of all levels throughout the Firm. The individual must be able to work well with other technical teams to provide troubleshooting steps to aid in the resolution of desktop computing issues. This person can write or assist in writing technical documentation and share it with other teams. This person will also be a mentor to new staff members and assist in the training of new staff. The candidate will occasionally assist with conference technology setup and support.

The position will primarily cover the 09:30 – 17:30 shift, but the person should be able to undertake other shifts as required. The candidate will be part of a weekend coverage Rota. They may also be required to work overtime during the weekdays or weekends when needed. This is an in-office support role.

JOB RESPONSIBILITIES (This list is not exhaustive and may be supplemented and changed as necessary.)

• Good judgment in assessing user issues; intermediate troubleshooting methodology.
• Ability to work for the best resolution through knowledge, documented resolution, or proper and timely escalation.
• Ability to maintain the firm’s hardware assets through the asset management system.
• Proficient in Windows 11 OS and core application suite, including the Microsoft Suite and various Kirkland applications.
• Good knowledge of Remote Computing, including Zoom, WebEx, Teams, and Citrix.
• Good PC troubleshooting skills and assist other team members in troubleshooting and diagnosing issues.
• Intermediate knowledge of iOS setup and troubleshooting.
• Knowledge of networks, including wireless experience.
• Intermediate knowledge of Voice over IP (VOIP) telephone systems.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings, solutions, and processes.
• Adheres to the call ticketing system for each incident (e.g. request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Participates in on-call and overtime on an as-needed basis.
• Ability to set up and troubleshoot video and audio in conference rooms.

QUALIFICATIONS

• Education: Computer Science or Technical qualification.
• Previous experience in a professional services environment, law firm experience preferred.
• Prior experience in setting up and supporting remote offices or trials is a plus.
• Ability to work with third-party vendors, meeting centers and remote venues.
• A+ and/or Microsoft certification are desirable.
• ITIL Foundation certification is desirable.
• Strong verbal and written communication skills.
• Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
• Help Desk experience a plus.
• Audio Visual experience a plus.
• Asset Management experience a plus.

Technologies/Software

• Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
• Knowledge and the ability to support the Microsoft operating system, including networking components, hardware, and peripheral devices.
• Knowledge and experience in a conference centre environment.
• Knowledge in remote meeting platforms, including Zoom, WebEx and Skype for Business.