Technical Support Analyst

A rare and exciting opportunity has become available within a Prestigious Global Law Firm for an upcoming or established Technical Support Analyst with excellent personal and customer service skills.
About the Company
The company fosters an inclusive and collaborative environment across their fully integrated global platform that enables them to diligently combine the knowledge and expertise of their lawyers and policy professionals to create teams that provide exceptional client solutions. They marry process with vision, success with dedication, method with passion, and innovation with creativity.
Located across five continents, they represent a broad array of leading global corporations in every major industry, capital markets participants, and ambitious middle-market and emerging growth companies. They also serve public sector entities, educational institutions, philanthropic organisations, and individuals. Their lawyers counsel clients on their most sophisticated legal challenges in all areas of corporate and regulatory law as well as litigation.
They are leaders in legal issues relating to industries critical to the economies of both the developed and developing worlds—technology, manufacturing, energy, transportation, telecommunications, financial services, and life sciences, among others.
About the Role
The role will provide support to internal clients for PC hardware, operating systems, software applications, peripherals, installations, and device imaging as a member of the company's IT Department. This position is responsible for responding to, diagnosing, and troubleshooting problems through interaction with their internal clients to restore service. Position requires individuals to interact with internal clients closely, diplomatically, and technically. Strong interpersonal and communicational skills are required.
Essential duties:
Provide operational technical support to clients relating to firm equipment
Manage ongoing maintenance and deployment of new hardware and software for device life cycle
Assume ownership of escalated tickets involving more complex issues from other IT groups; manage vendor relationships on cloud-based applications
Responsible for requests assigned to regional office queue in ITSM software for tickets; engages customers locally and remotely to resolve issues in a timely manner
Manage and utilise time effectively to meet required service levels for improved customer satisfaction and prompt incident resolution
Report daily reoccurring issues and status project tasks to the Team Lead and Desktop Support Manager
Provide on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions
Act as escalation point to Tier 1 group regarding any application- or hardware-related inquiry or issues relating to Microsoft Office, Windows OS, and Citrix-based solutions and smart devices
Imaging of desktop and laptop computers—knowledge of System Center Configuration Manager (SCCM) is a plus
Provide setup, configuration, and troubleshooting of video conferences for internal and external meetings
Prepare workstations, including the setup and configuration of laptops and desktops
Interface with hardware vendors to facilitate repair and installation
Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues
Additional duties:
Ability to serve as a backup to the Tier 1 group when required
Maintain inventory using internal tracking systems to ensure accurate reporting
Assist with local installation of network devices
Experience and skills required:
B.A./B.S. in related field or equivalent education/experience to provide necessary skills to perform primary responsibilities
Good verbal and written communication skills with the ability to work with operation and business areas of the firm
Ability to multi-task, work under pressure, and handle interruptions while maintaining flexibility in work assignments
Ability to communicate effectively and interact with diverse personalities while maintaining a professional attitude
Ability to lift and/or move computer equipment and boxes
Knowledge of Microsoft Windows OS and Microsoft Office Suite
Familiarity with software applications used in the legal industry (i.e. document management, docketing, legal records, library management, or electronic discovery)
Familiarity with mobile device contract management.
Solid analytical and problem solving skills to understand and address customer issues promptly
Ability to exercise judgment in prioritising work, responding to customer needs, and in determining when an inquiry requires higher-level involvement
Ability to maintain professional communication by phone, email, and in person with lawyers, administration, support staff, and IT staff
Knowledge of Cisco video conference solutions a plus
Prior experience working for a professional service organisation preferred
Additional abilities required:
Occasional travel to other offices may be required
Occasional overtime work as needed
Occasional remote access work after hours to provide business continuity
Willingness to work with local Office Services team to provide support for building related issues.
This job operates in an office setting and is largely sedentary, requiring the routine use of a computer and other standard office equipment. The ability to open file cabinets, lift files, bend, and stand on a stool may also be required.
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