Job Purpose
Based from our Manchester or Preston office, but with extensive travel across our other offices, you will provide 1st and 2nd line technical support to end users on various technical issues and problems relating to hardware, software and peripherals whilst being responsible for documenting and resolving incidents and service request tickets in a timely manner according to defined SLA’s.
Key Responsibilities
Technical Support
- 1st and 2nd line support for all users across the business.
- Managing incident and service request tickets in the IT Service Management tool, categorising and prioritising requests as they are logged.
- Dealing with hardware and software enquiries; working together with a small team to deliver a professional high quality service level to end users.
- In depth fault diagnosis and resolution for hardware devices and applications across the firm’s estate of HP and Dell Servers, HP Thin Clients, HP Laptops, Avaya IP Telephones and Canon MFD’s.
- The support and management of Microsoft Active Directory, Exchange Server 2010, SQL Server and Remote Desktop Services within a VMWare environment.
- First line support for the firms MatterSphere DMS & Indigo finance systems
- Respond to and log calls, escalating calls as required with key support vendors
- Manage and set up new hardware following IT policies and procedures
Person Specification
- Excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members or 3rd party vendors.
- 1 to 2 years’ experience of working in a similar role covering the technologies listed in the technical specification. Preferably with exposure to an ITIL based Service Desk.
- Experience working within a legal environment using the MatterSphere DMS would be advantageous.
- Excellent written and verbal communication skills.
- Strong interpersonal skills and relationship management.
- Well organised and able to prioritise own workload, working independently as well as in a team.
- Proven IT technical experience, specifically the use of Microsoft Office and Windows desktop and server Operating Systems.
- Must be willing to travel to our sites across the North West.
- Responsible for identifying and assisting in the resolution of issues or queries escalated from staff within agreed timescales
- Throughout the (to be defined) IT escalation process, maintain regular communication with Team Leader in order to manage customer expectations
- Responsible for escalating unresolved problems within the agreed timescales to the external IT support Centre
- Managing crisis situations, which may involve complex IT issues
Process Development
- Carry out analysis into causes of technical issues and produce permanent solutions with the appropriate teams
- Keeping up to date with the latest technologies
Essential Technical Experience
You must be able to demonstrate knowledge working within environments that utilise the following systems and processes:
- Multiple sites connected via MPLS
- Windows technology based (Exchange and SQL)
- Virtualisation (VMWare)
- Storage Area Network (HP)
- MatterSphere Business Application
- Indigo
- Stringent data protection requirements
- PCI requirements
Knowledge & Experience
- Good inter-personal skills, able to deal with all levels within an organisation and relieve potential conflicts.
- Excellent people management skills and understands dynamics of working within a team
- Strong attention to detail
- Self-motivated, results-oriented with a positive outlook
- Remains calm under pressure and easily adapts to change
- Enthusiastic and committed
- Approachable, well presented and professional
- Proficient written and oral communication skills.
- The ability to organize, priorities and manage your time
- Be willing to roll their sleeves up when required
- Full UK drivers licence is desirable due to regular travel required to our offices around the North West
In return, we can offer you a competitive salary and benefits package.
Work Location: In person
