1st Line Support Technician

Location
Liverpool
Salary
£20000 - £21000 per annum, Benefits: Benefits Package
Posted
25 Nov 2021
Closes
23 Dec 2021
Ref
1209024-1-GT-47
Contact
Gemma Taylor
Job Title
Legal IT
Practice Area
Information Technology
PQE Level
10+, 2-4, 5-7, 8-10, NQ
Contract Type
Permanent
Hours
Full Time
A vacancy has arisen for an experienced 1st Line Support Technician to join a Merseyside-based leading law firm. The role involves providing on-site and remote technical troubleshooting, high-quality customer-focused support, training and mentoring, within a busy Service Desk environment.

You will work confidently in a fast-paced environment, which requires a flexible approach. This role will suit someone with a positive outlook, can-do attitude, and enthusiasm for excellent customer service.

37 hours a week - Monday – Thursday 9am – 5.30pm / 8am – 4.30pm, Friday 9am – 5pm / 8am – 4pm
Agile working – minimum 3 days from the office.

You will need proven experience working within a service desk, a sound technical grounding, including a good understanding of networking principles and Microsoft server and desktop environments.

Duties include:
  • Provide technical support via the telephone and other contact methods to troubleshoot & support workstation, laptop, printer, mobile device, operating system, software & user education issues
  • Assist senior colleagues in the diagnosis & resolution of server & network faults
  • Perform administration tasks under guidance from senior colleagues
  • Escalate problems/business continuity events as appropriate to 3rd parties, senior colleagues, and management
  • Document recurring issues and system best practices
  • Perform regular system health checks to ensure continuous system operation
  • Pro-actively seek out & resolve issues by liaising & engaging with staff at all levels
  • Complete work in line with agreed targets/KPIs

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