We are exclusively working with an IT business in Norwich which specialise in legal technology solutions, helping law firms and legal departments around the world to work smarter with solutions for managing documents, emails and legal knowledge.
As a Technical Support Analyst for this company, you will be responsible for the following,
- Triage incoming IT support queries and incidents across all channels.
- Provide technical support for internal and external customers.
- Advise on and perform administrative and system management activities for customers as required.
- Be actively involved with the operational delivery and UAT (if required) for new projects and feature releases.
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
- Work to create any relevant support material for the team.
- Implement any necessary preventive measures to reduce customer faults and issues.
- Review all technical support related processes and documentation for continuous improvement.
- Assist in the creation and implementation of knowledge materials and tools.
- Evaluate and analyse iManage incident trends to prevent future issues.
Knowledge required for this role:
- Databases (MSSQL Server, Oracle, MySQL)
- Web-Application Servers (Apache, IIS, Tomcat, XAMPP)
- Web Server Technologies (HTML, CSS, JavaScript, JSP, PHP, XML, XSLT)
- Exchange server (on-premise and/or Office 365)
- Microsoft Office Suite (Word, Excel, Access and PowerPoint)
- Programming Languages (VBA, Python, C#)
- Windows Desktop Operating Systems and Windows Server Operating Systems (Server 2008-2016)
- Hosted RDP solutions (Nutanix, Citrix, Microsoft RDS)
- Familiarity with Helpdesk CRM/Ticketing software
This is a great opportunity for someone who is looking to progress there career!