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- Tasks: Provide daily PC hardware and software support, including troubleshooting and training new staff.
- Company: Join a leading firm in London, known for its professional services and collaborative culture.
- Benefits: Enjoy a structured work schedule, potential overtime, and opportunities for professional development.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact on user experience.
- Qualifications: Must have a Computer Science qualification and experience in a professional services environment.
- Other info: This is an in-office role with occasional weekend shifts and on-call responsibilities.
The predicted salary is between 36000 - 60000 £ per year.
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
Core Technologies: 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.
Technology Support Analyst II employer: Kirkland & Ellis
Contact Detail:
Kirkland & Ellis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technology Support Analyst II
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 11, Microsoft Suite, and remote computing tools like Zoom and WebEx. Being able to demonstrate your proficiency in these areas during an interview will set you apart from other candidates.
✨Tip Number 2
Prepare to discuss your experience in high-pressure situations and how you've successfully managed multiple priorities. Think of specific examples where your analytical skills helped resolve complex issues, as this is crucial for the Technology Support Analyst role.
✨Tip Number 3
Showcase your customer service skills by preparing anecdotes that highlight your ability to communicate effectively with users at all levels. This role requires a strong focus on providing professional and courteous support, so be ready to illustrate how you've excelled in this area.
✨Tip Number 4
If you have any relevant certifications, such as A+ or ITIL Foundation, make sure to mention them during your discussions. These qualifications can enhance your credibility and demonstrate your commitment to the field, making you a more attractive candidate for the position.
We think you need these skills to ace Technology Support Analyst II
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in PC hardware and software support. Emphasise your analytical skills, ability to handle high-pressure situations, and any previous roles that required customer service skills.
Craft a Strong Cover Letter: In your cover letter, explain why you are a great fit for the Technology Support Analyst II role. Mention specific experiences that demonstrate your troubleshooting skills and your ability to work with technical teams.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your verbal and written communication abilities. Use clear and concise language, and consider including examples of how you've successfully communicated with customers or team members in the past.
Highlight Relevant Certifications: If you have any relevant certifications like A+, Microsoft certification, or ITIL Foundation, make sure to include them in your application. This will show your commitment to professional development and your technical expertise.
How to prepare for a job interview at Kirkland & Ellis
✨Showcase Your Technical Skills
Be prepared to discuss your experience with PC hardware and software support. Highlight specific examples where you've successfully diagnosed and resolved issues, especially in high-pressure situations.
✨Demonstrate Customer Service Excellence
Since the role involves providing 1st line phone support, emphasise your interpersonal skills. Share instances where you provided prompt and courteous service, and how you handled difficult customer interactions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your troubleshooting methodology. Practice articulating your thought process when faced with technical problems, and be ready to explain how you prioritise tasks under pressure.
✨Familiarise Yourself with Relevant Technologies
Brush up on your knowledge of Windows 11, Microsoft Suite, and remote computing tools like Zoom and WebEx. Being able to discuss these technologies confidently will demonstrate your readiness for the role.
