Technology Support Analyst

Overview

In this role you will provide hands-on technical support for desktop and notebook systems, hardware, and remote computing issues in the London office. You’ll troubleshoot hardware, systems software, and applications, while supporting firm-approved tools and mobile platforms. You work with cross-functional IT services to resolve complex incidents and stay current with new technologies, helping end users stay productive. This is a great entry path into a technical career within a law-firm IT environment with a strong focus on reliability and user support.

Responsibilities

• Support desktop and notebook systems, hardware, and related services
• Manage Cisco VOIP administration and related equipment
• Support printers and MFD hardware/settings
• Assist end users with firm-approved applications (Office, Outlook, Acrobat, iManage, Litera ChangePro, InTapp Time, Bighand, Remote Computing via VMware and VPN)
• Stay updated on new technologies by following technology media
• Support BlackBerry platform (BES, UEM, BlackBerry Work) for mobile users
• Setup, configure, and install software on PCs, notebooks, printers, and networking gear

Key requirements

• Expert knowledge of Windows 10 and Microsoft Office 365 (Word, PowerPoint, Excel, Outlook)
• Knowledge of iManage, iManage Work 10, and Litera ChangePro
• Understanding of standard hardware components and peripherals
• Ability to learn firm templates, macros, intranet, and custom firm applications/tools
• Technology support experience
• Experience with installations and upgrades, training, and technical documentation
• Bachelor’s degree in Computer Science or Information Systems (preferred)
• High school diploma or equivalent (minimum)

• Problem-solving under pressure
• Clear communication with end users
• Customer service orientation
• Windows 10
• Microsoft Office 365
• iManage

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