Technical Support Analyst

Joseph Hage Aaronson & Bremen LLP; Greater London; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Online continuous learning subscription

Mentorship within the team

Supportive team environment

Job summary

A law firm in Greater London is seeking a Technical Support Analyst to join their Technology Team. This role involves being the first point of contact for tech support queries, managing incidents, and proactively monitoring requests. Candidates should have experience with Microsoft 365, a patient personality, and a strong interest in technology. The firm offers a supportive environment with opportunities for continuous learning and improvement. Local travel may be required within London.

Qualifications

• Motivated individual with a friendly, helpful, and patient personality.
• Willing to learn new things every day and apply different methods.
• Demonstrates determination and persistence.
• Shows a strong interest in recent technology advancements.
• Possesses great organizational skills and is proactive.

Responsibilities

• Be the first point of contact for all tech support queries.
• Identify users’ needs and solve problems proactively.
• Help with reported issues and queries.
• Diagnose and resolve technical hardware and software issues.
• Identify and escalate incidents as required.
• Create and update documentation on the internal knowledgebase.

Skills

Friendly and helpful personality

Willingness to learn

Determination and persistence

Interest in technology advancements

Great organizational skills

Experience with Microsoft 365

Competency in Microsoft applications

Understanding of networking and security principles

Tools

Windows endpoint devices

Mac endpoint devices

Android mobile devices

iPhone mobile devices

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Teams

OneDrive

SharePoint

Outlook

Job description

The Technology Team plays a fundamental part in the business, providing various services to staff, working very closely with other departments, and are integral to shaping the direction and the role of technology within the firm.

What is the open position?

The Technical Support Analyst position is a fantastic opportunity to join a dynamic team and develop your skills and knowledge. You will work closely with stakeholders and all staff members. You’ll be responsible for logging, managing, and owning incidents and requests, and proactively monitoring their progress.

Who are we looking for?

A motivated individual with:

• A friendly, helpful, and patient personality.
• Willingness to learn new things every day, research and apply different methods.
• Determination and persistence.
• Unwavering interest in recent technology advancements.
• Great organisational skills and who is proactive.
• Experience with Microsoft 365
• Windows and Mac endpoint devices
• Android and iPhone mobile devices
• Competency in Microsoft applications: Word, Excel, PowerPoint, Teams, OneDrive, SharePoint, and Outlook
• Fundamental understanding of networking and information security principles.

What will you be doing?

• Being first point of contact for all tech support queries via e-mail, phone or messages.
• Identifying users’ needs and solve problems proactively, by suggesting innovative solutions.
• Help with reported issues and queries.
• Diagnose and resolve technical hardware and software issues.
• Identify and escalate incidents where required.
• Creating and updating documentation and content on internal knowledgebase and our Intranet.
• Participate in planning and implementing continuous improvements to our systems and workflows.
• Build and manage excellent working relationships with other departments and all staff members.
• Manage purchasing of new hardware, software, licenses, and maintain records on their allocation.
• Setting up and maintain AV and conferencing equipment.
• Travel within Zone 1 in London to various company locations

How will we help you succeed?

• Online continuous learning subscription to support your growth and career.
• Mentorship within the team to help with obstacles and learn from them together.
• An environment where teamplay and individuality are equally cherished.
• Opportunities to be directly involved in technical decisions and workflows.
• Exposure to all levels of project implementation.