Desktop Support Engineer

Role Summary/Purpose of Job

• The IT Department is responsible for providing technology and support to enable fee earners

• and business services employees to operate efficiently both internally and with their clients.

• IT operates as a global team with regional presence in most of our offices. Technology Services

within IT provides all business facing support and services.

• The Local IT Team is responsible for providing on-site IT support to all functions located within

the client`s office.

Key responsibilities and deliverables

Reporting to the Global Local IT Manager the IT Deskside Support is responsible for delivering onsite

second line technical support to the client`s office. This involves dealing with the technical aspects of

people processes, equipment and kit supply, and the troubleshooting of hardware, software and

communications infrastructure, and the documentation of these continually evolving processes. Ability

to oversee team tasks, serve as the site contact, and manage stakeholders’ expectations with proficiency.

• Senior technical troubleshooting skills in order to solve complex problems and train & mentor

Desktop Analysts

• Key technical contributor with demonstrable willingness to take initiative to follow up on issues,

projects and deadlines.

• Prepare and maintain technical documentation and knowledge articles for use throughout the

enterprise.

• Working as part of the team responsible for the overall delivery of Local IT support including, but

not limited to, the following core services:

• Build, configuration, installation, relocation, troubleshooting and maintenance of IT hardware

and software (Applications, Laptops, Desktops and peripherals, printers and multifunctional

devices)

• Mobile Device support: Experience in supporting mobile devices (iPhone & iPad)

• Installation, maintenance and troubleshooting of telephony equipment, including handset,

switch and voicemail administration

• Planning, coordination and execution of office/desk moves

• Meeting room technical support including Video Conferencing, Webex and Webinars and

presentations

• VIP Support, Conference and Hearing/Litigation support

• Serve as liaison with fellow IT support departments. (i.e. Network Ops/Client Computing)

• Support the training of users in various Technology as required

• Work with vendors or other technical resources to troubleshoot desktop support issues.

• Strive to deliver the overall IT goals of providing a world class service to our legal teams in the

Office

• Document and audit customer interactions in the incident management system including asset

management

• Research and support enterprise desktop solutions using industry standard tools, for example

Microsoft System Centre, or other applicable products

• Work closely with required central IT teams including the IT Service Desk to improve the speed

and clarity of local IT support requests and of local IT support teams

• Undertaking local projects required by the office

• Be willing to carry out shift work, weekends and on-call as required.

Key Requirements

• Passionate about outstanding customer experiences

• Must be an excellent face-to-face and telephone communicator

• Self-driven, results-oriented with a positive outlook and a clear focus on high quality

• A natural forward planner who critically assesses own performance

• Mature, credible, and comfortable in dealing with internal customers, external service providers

and stakeholders

• Reliable, tolerant, and determined

• Able to understand and explain metrics and quickly be able to generate metrics from existing

measures

• Good understanding of Asset Management life cycle

• Must have a keen sense of audience

• The ability to work quickly and collaborate effectively with a global dispersed group of colleagues

is essential

• Proficient English language skills

• Proven team player, preferably within a professional services organisation

• Exceptional attention to detail with a passion for continuous improvement

• Ability to promote and demonstrate new technologies to end users.

• Broad understanding of the technology market especially relating to the consumerisation of IT

• Common sense approach and ability to demonstrate initiative

Technical

• Broad technical experience that includes (but not limited to):

• PC Architecture, Azure virtual desktop, Microsoft Suite of Applications

• ITIL Certifications/foundation qualified

• Video Conferencing, Webex and Webinars and presentations

• Microsoft System Centre

• Previous experience of working in and supporting a Azure Virtual desktop

environment and AppSense support experience

• Microsoft qualifications desirable

• Experience with supporting Windows 10 and Windows 11, laptops, desktops

• Matter-centric Document Management systems

• Document comparison tools

• Necessary patching and cabling, following defined cable management plans

• Litigation related IT systems (document review, discovery tools etc.)

• Exposure to tablet and Smartphone devices

• Experience supporting and maintaining telephony systems

• Understanding and ability to setup basic network infrastructure

• A good understanding of basic data and voice communications networks and systems including

ISDN-2, ISDN-30, leased circuits and VOIP

• Set up, maintenance and supply of loan equipment

• Completing internal user moves including phones

• Basic TCP/IP networking configuration

• Experience managing wired and wireless networks

• Creating purchase requisitions for IT hardware/software

Competencies

• Clear and concise written and oral communication skills.

• Flexible in approach and adaptable to change.

• Resilient and calm under pressure.

• The ability to build working relationships with a range of people at all levels.

• Proactive approach with a 'can-do' attitude.

• Identifies and communicates opportunities to improve the way that work is done.

• Excellent organisational and time management skills with the ability to manage tasks efficiently

and with a high attention to detail.

• Works successfully as part of a team, sharing knowledge, collaborating with and supporting

colleagues.

• Excellent customer service skills with a helpful and responsive approach.

• Motivated, results and delivery focused with a commitment to quality of work.

• Takes ownership and actively looks for personal learning and development opportunities.

• Takes a common-sense approach and demonstrates initiative and sound judgement.

• Commitment to the highest level of integrity.

• Focus on finding the right solutions and problem solving.

• An understanding of working across cultural boundaries.