IT Support Consultant

JR United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a motivated IT Support Consultant to provide exceptional technical support to clients. This entry-level role requires fluency in German and English, with a focus on customer service and technical skills. The successful candidate will join a dynamic team, receiving comprehensive training to excel in their position and ensure client satisfaction.

Qualifications

• Fluent in German and professional-level English.
• Bachelor's degree or significant coursework in IT.
• Some experience with Microsoft technologies preferred.

Responsibilities

• Provide technical support for the iManage suite.
• Assist clients with issue resolution via calls and emails.
• Ensure high levels of customer satisfaction.

Skills

Customer service

Technical support

Problem-solving

Communication

Task management

Education

Bachelor's degree in IT or related field

Tools

Microsoft Windows Technology

Microsoft Office

Document Management Systems

SQL

Job description

This is a fantastic opportunity for a motivated and skilled individual based anywhere in London (preferably) who is fluent in both native German and professional English.

The role could suit a new graduate or someone with 1-2 years of work experience in an IT Support role. Complete training will be provided. You will play a crucial role in ensuring our clients receive exceptional technical support while utilizing your language skills to bridge communication gaps.

Morae seeks to find the best and brightest people—those who understand what it takes to deliver top-quality solutions for our clients. We are currently seeking a newly graduated or entry-level IT Support Consultant to join our growing team. You will serve as a direct point of contact for clients, assisting in issue resolution by answering support calls, responding to emails, and taking ownership of incidents raised through the Support Portal.

The Support Consultant will be part of a large Global Technical Team, providing assistance and support for key elements of the iManage suite including iManage Work (FileSite and DeskSite), iManage Share, iManage Govern, iManage Insight, and iManage Cloud.

The Support Consultant plays an important role in ensuring clients receive the highest levels of customer service coupled with application-focused technical knowledge. To be successful, you should be a fast learner with a desire to learn and apply technical skills, including identifying and testing for application bugs, creating SQL queries, and ensuring the correct configuration of various IT systems. A strong customer focus and high technical skills are essential, as you will be dealing with IT management and Helpdesk staff.

Preferred Requirements:

• Fluent German language skills with professional-level proficiency in English
• Bachelor's degree in a related area or significant coursework in technology or IT, including network, database, and systems administration
• Some experience or knowledge of Microsoft Windows Technology, Microsoft Office, and Document Management Systems (desirable but not essential)
• Exposure to SQL, MSQL, and TSQL (desirable but not essential)
• Excellent customer service skills, both spoken and written, with the ability to liaise with customers at various levels
• Experience in delivering training or guidance to end-users
• Task management and prioritization skills
• Self-motivated with a strong desire to learn and progress
• Ability to participate in out-of-hours on-call services and shift rotations as needed

Responsibilities:

• Provide technical product knowledge and support for the iManage suite to Morae Global clients.
• Understand Morae Global products well enough to confidently discuss their implementation with clients.
• Follow troubleshooting methodologies and provide feedback to internal resources.
• Work closely with the Support Team to ensure swift escalation when necessary.
• Ensure SLA compliance and timely delivery within support guidelines.
• Manage the assigned work queue according to support procedures.
• Build and maintain strong client relationships.
• Ensure high levels of customer satisfaction and success.
• Report to and take direction from the Support Manager.
• Deliver iManage End User Training following established processes.
• Provide feedback on training delivery for continuous service improvement.

About Morae:

Morae is a dynamic, high-growth organization providing an integrated suite of solutions to corporate law departments and law firms. We partner with leading software and service providers within and outside the legal industry. Although a young company, our team comprises seasoned professionals dedicated to building productive, long-term relationships with employees and clients. We foster an environment of collaboration, knowledge sharing, and diversity of thought, culture, and community. Our vision is to create effective solutions for complex business problems, backed by extensive experience. Learn more at moraeglobal.com. Our privacy policy can be found here: https://www.morae.com/privacy-policy