IT System Engineer
|Employment Type:||Full Time|
|No. Of Vacancies:||1|
|As an IT Support Engineer (ITSE)/Trainer, you will have the exciting opportunity to provide technical assistance and support to end-users within our organisation, as well as provide training to local users to help support such things as onboarding.|
You will play a crucial role in maintaining the technological infrastructure of our organisation and ensuring uninterrupted business operationsDue to the nature of the office, this role also includes an element and expectation to be able to train users on the technology in use within the firm, this includes but not limited to the onboarding of users.
Main Responsibilities of IT Service Engineer
Respond to user enquiries and technical issues through various channels, such as in-person, phone, or our ServiceNow ticketing solution, ensuring tickets are correctly logged and updated
Provide regular updates on progress on the ticket notes and to the requestor, creating trust and expectation management. Take ownership of the problem.
Troubleshoot and resolve hardware, software, and network-related problems promptly and effectively.
Perform routine maintenance tasks, including software installations, updates, and upgrades, when needed.
Monitor system performance, identify potential issues, and implement proactive measures to optimise system efficiency and reliability. Reporting trends and patterns to the IT Service Manager
Assist with the configuration, maintenance, and troubleshooting of network devices, such as routers, switches, firewalls, and wireless access points. Ensure network connectivity, implement security measures, and assist in resolving network-related issues.
Oversee the inventory, deployment, and maintenance of computer hardware, peripherals, and mobile devices. Collaborate with vendors to repair or replace faulty equipment and manage warranty claims.
Work with the Solution Architects to optimise performance of the technical solutions in the local office
Provide technical support for standard business applications, operating systems, and tools.
Create and maintain technical documentation, including user guides, knowledge base articles, and standard operating procedures. Share knowledge and best practices with team members to foster continuous learning and improve support efficiency.
Work effectively, efficiently, and respectfully alongside other IT System Engineers
Follow standard procedures for escalation of unresolved incidents to the relevant teams
Escalation of urgent/ difficult or large impacting calls to the IT Service Manager
Most of our roles are hybrid, meaning that colleagues benefit from working in our office and remotely. We are happy to discuss this and other flexible working arrangements with you as part of the application and interview process.
Previous experience within a legal partnership or professional services environment
Experience of supporting and using Windows 10, Office 365 and Exchange
Familiarity with help desk software (such as ServiceNow)
Experience of supporting mobile devices using an MDM solution
Experience of supporting legal applications such as Worksite, Big-Hand, time recording, Intapp Time and Expert, amongst others
SCCM experience – application deployment and troubleshooting experience of Virtual desktops and VPN technologies
Experience of Microsoft Azure Active Directory and Intune.
Experience of PC, laptop, printer, network troubleshooting
Experience of AVMI / Video Conferencing
Experience of developing and delivering training on a variety of devices, such as, laptops, desktops and mobile devices
Capable of producing and updating training guides, handouts and other materials to a high standard with strong attention to detail
A can-do attitude that recognises the need to be flexible in a time crucial sector
Able to travel when required to do so
Customer-focussed with excellent communication and inter-personal skills
Team-oriented with the ability to deal with tasks effectively
Strong organisational skills and the ability to juggle a constantly changing workload
Strong communication and presentation skills
Able to work under pressure and prioritise conflicting demands
Aptitude for problem-solving and documenting the solution
Ability to develop and maintain good working relationships with both internal and external clients
Empathetic to the end user to solve their problems
Confident in being able to deliver training sessions to one of more users