On-Site Support Technician in London

Established law firm seeks an On-Site Support Technician to join their busy team in London. This role is a 3-month Fixed Term position. The London On-Site Support Technician (OST) is the first point of IT contact responding to user enquiries (via telephone, email, chat or in person) and is primarily responsible for providing technical assistance/support for computer systems, software, telephony and network related issues along with providing meeting/event technology support.

• Competitive Salary up to £50,000
• Superb employee benefits

Key Responsibilities:

• Interface directly with all Firm personnel in order to provide telephone, remote and desk-side client technology support on all application, hardware, hardware peripheral, telephony and network related issues.
• Set-up and support internal and external meetings, presentations, conference calls and events as needed.
• Assist in configuring and supporting the various web conferencing platforms used to facilitate meetings (e.g. Webex, Zoom, Teams).
• Provide support/training for the firm’s telecommunications system, including instruction in phone use and dialling, maintenance of voicemail passwords and configuring conference calls.
• Provide assistance with document production including converting documents from one application to another, the concept of metadata risks and removal, and the ability to correct and reformat documents using styles/schemes, format and insert pictures and tables.
• Ability to assist in the creation of merged documents, mailing lists, labels, hyperlinks, and fillable forms.
• Assist with the creation of spreadsheets and presentations.
• Adhere to incident management, change management and knowledge management processes and best practices.
• Ensure effective incident lifecycle management by carrying out comprehensive information gathering and documenting troubleshooting steps whilst ensuring incidents are escalated in a timely manner where required.
• Ensure end users are kept up to date with progress on their incidents and requests using effective communication and keeping the Service Management System up to date.
• Must also track multiple similar incidents and be able to identify and initiate Major Incidents, communicating these to IT colleagues and users as appropriate.
• Maintain technical currency in all Level One software packages as well as with all supported hardware systems.
• Maintains technical currency with Level Two software packages necessary to support assigned Firm personnel.

Key Requirements:

• One to three years of technical experience within a Law firm preferred.
• Proficient with the latest Windows and Microsoft Office Suite versions with particular emphasis on Word and Outlook.
• Support experience with Service Now, iManage Work 10, Litera Compare, Active Directory Users & Computers, Exchange Management Console, SCCM, Mobile Device Management, Citrix, VPN and Remote Desktop Services on all platforms and any other legal applications is preferred.
• Advanced knowledge and support of various mobile email devices (Apple iOS, Android, etc.).
• Possess a basic understanding of LAN/WAN networking fundamentals including IP addresses/ DHCP/ DNS, the role of VLANS, Wireless technology, routers, switches and telephony.