IT Support Engineer - User Support, Desktop Support, 2nd Line, Technical Support
Our leading global law firm are looking to recruit an IT Support Engineer (User Support, Desktop Support, 2nd Line, Technical Support) on a permanent basis to build a strong relationship with the Partners, Associates and Business Services personnel.
In providing this support the IT Support Engineer will work collaboratively with, and be able to call upon the resources of, the various wider IT functions including Infrastructure, InfoSec, Desktop Team, Applications, and others. These wider IT functions are based in London and other European locations. A key part of the role will be to maintain a first-class service, providing technical support, and fostering effective communication among the global IT teams.
The key responsibilities for this IT Support Engineer (User Support, Desktop Support, 2nd Line, Technical Support) are:
- Provide deskside support on various applications, including Windows 10, MS Office 2016 Suite/Microsoft 365, iManage, Internet & Intranet, telephone, Unity Messaging, iPhone/Blackberry Work, Citrix, time recording, Big Hand and proprietary applications
- Provide second level support on issues escalated from the IT Help Desk in the US, and other support teams
- Escalate problems to the appropriate Analyst, Programmer, Supervisor, or Manager when necessary. Assist with information gathering, communication, or as requested in the resolution of escalated problems
- Maintain required recordkeeping, including logging issues into the help desk database, and anything else as directed.
- Report unusual, alarming, or recurring problems to the appropriate team of Analysts, Programmers, Supervisors, or Managers when necessary.
- Maintain working knowledge of all Firm deployed applications.
- Maintain laptop distribution pool and provide support to primary laptop users, which include preparing laptops for distribution and keeping an updated activity log.
- Maintain accurate hardware inventory.
- Providing assistance in testing new or upgraded applications.
- Occasionally travel to other offices as needed for special projects or providing coverage when another office is short staffed.
- Special projects as requested by the IT Support Services Manager or the IT Operations Senior Manager.
- Remain current on marketplace trends and Reed Smith application developments in order to provide on-time service to users.
- May volunteer or be selected to serve on special committees or project teams working on various firm wide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.
- May be selected to serve on other virtual teams such as Account Team and eNOC
To be considered for this IT Support Engineer (User Support, Desktop Support, 2nd Line, Technical Support) you must match this criteria:
- Bachelor's degree in information technology, Computer Science, a related field or equivalent experience.
- Proven experience as an IT Support Engineer or in a similar role.
- Strong knowledge of desktop operating systems, hardware, and software applications.
- Experience with ITIL framework is an advantage.
- Excellent communication and business partnership skills.
- Ability to work independently and collaboratively in a team environment.
- Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable.