Business Technology Support at Dentons

Description

To provide members and users of the team with technical assistance, advice and where necessary training with hardware & software environments including but not limited to desktop/laptops, IP Telephony system & AV Video Conference systems. To assist with supporting AV events (virtual and on-site).

Key Responsibilities:

• Provide user support and resolution including basic training on both hardware & software incidents.

• Answer, log & solve calls relating to technology hardware, software, network, printer, and telephony incidents that are reported via telephone or email on the call logging software.

• Provide support for virtual and on-site meeting events.

• Monitor the team queue for incidents ensuring all issues raised and dealt with in an effective & efficient manner, where possible ensuring these incidents do not breech the agreed SLA.

• Setup and configure IT and AV equipment as required for both internal and client facing events.

• Test new software and hardware, perform installations and updates for all IT equipment including desktops, laptops and mobile devices.

• Build & re-build of IT equipment with an understanding of imaging software.

• Support level 3 team with testing and deploying of new technologies.

• Adhere to duties as assigned to fully meet the requirements of the position.

• Deliver supplemental or boot camp training, to members of the local office as needed, to back up our firm wide training team.

• Be aware of technologies, ITIL processes & procedures in use within the department and update where necessary.

• Available to travel to different locations when required and be available for support when needed.

• Continue to develop a sound understanding of all skills required for the role to continuously improve the services offered by the IT team, in line with the level of responsibility of the role.

Requirements

• Excellent Telephone manner and general communication skills

• Excellent Client Service skills in fast moving, high pressure and dynamic environments.

• Problem-solving skills with an analytical mindset

• Demonstrated ability to work independently and take ownership of issues.

• Demonstrate ability to follow and create procedural documentation

• Experience of Call Logging applications

• Sound knowledge of all of MS Office 2000 - 2010 suites

• Knowledge and experience of Windows and Mac OS operating systems

• Knowledge of User Administration via Active Directory

• Experience with Lenovo, Dell, HP, Mac products and both Windows and Mac OS operating systems.

• Experience with Ricoh, Xerox and Canon Copiers.

• Experience supporting of wireless devices such as but not limited to: Blackberry, iPhone, iPad, Windows Mobile, and Android devices.

• Experience with imaging laptops and desktops.

• Experience with latest virtual meeting platforms such as Zoom, Cisco WebEx, ON24

• Experience of Documentation Management software (iManage)

• Support Citrix desktop environment

• Knowledge of the legal business and legal technologies

• Technology / support qualifications

• Use of scripting methodologies

• Basic knowledge of networking, switches etc

• Knowledge of IP Telephony

• A+, N+, MCSE, MCITP & ITIL V3 Foundation will be an advantage

• Valid Driver license

Benefits

This role offers a wide variety of technology exposure in a small, hardworking team. Ideal for those who are looking to be leaders in the industry & are enthusiastic to learn. The successful candidate would ideally have an IT background preferably in the legal sector with either College/University computing qualifications and has an investigative approach to problems. Previous experience supporting VIP users would be great. If you are an excellent communicator who is tactful, diplomatic, reliable and a self-motivated team player who is able to work under pressure and without supervision then we look forward to receiving your application.