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For Companies At a Glance
- 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 supportive culture.
- Benefits: Enjoy a structured work schedule with potential overtime and weekend coverage opportunities.
- Why this job: Gain hands-on experience in tech support while working in a dynamic, collaborative environment.
- Qualifications: Ideal candidates should have a Computer Science qualification and relevant IT support experience.
- Other info: This role requires flexibility in shifts and participation in an on-call rota.
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
- 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, Work Experience, Skills
- 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 meeting platforms like Zoom and WebEx. Having hands-on experience or even just a solid understanding of these tools will give you an edge during interviews.
✨Tip Number 2
Demonstrate your problem-solving skills by preparing examples of how you've successfully resolved technical issues in high-pressure situations. Be ready to discuss these scenarios in detail, showcasing your analytical abilities and customer service skills.
✨Tip Number 3
Network with current or former employees in similar roles, especially within professional services or law firms. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Prepare to discuss your experience with asset management systems and your approach to maintaining hardware assets. This is a key responsibility for the role, so showing that you understand the importance of this aspect will set you apart from other candidates.
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 technology support, particularly with PC hardware and software. Emphasise any previous roles where you provided customer service or technical support, especially in high-pressure environments.
Craft a Strong Cover Letter: In your cover letter, address the specific responsibilities mentioned in the job description. Discuss your analytical skills, ability to handle multiple priorities, and experience with troubleshooting. Show how your background aligns with the firm's needs.
Showcase Communication Skills: Since excellent oral and written communication skills are crucial for this role, consider including examples of how you've effectively communicated technical information to non-technical users in past positions.
Highlight Relevant Certifications: If you have any certifications like A+, Microsoft certification, or ITIL Foundation, make sure to mention them prominently in your application. These qualifications can set you apart from other candidates.
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, particularly with Windows 11 and common applications like Microsoft Suite.
✨Demonstrate Customer Service Excellence
Since the role involves providing first-line support, be ready to share instances where you've delivered exceptional customer service. Emphasise your ability to remain calm under pressure and handle multiple priorities effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your troubleshooting methodology. Practice articulating your thought process when faced with technical problems, including how you would escalate issues when necessary.
✨Highlight Team Collaboration
The position requires working closely with other technical teams. Share experiences that demonstrate your ability to collaborate and mentor others, as well as your willingness to assist team members with challenging issues.
