Technical Support Specialist

il y a 6 jours


Luxembourg City A&O SHEARMAN Temps plein
Role Overview

We are seeking a highly skilled Technical Support Specialist to join our IT Service Desk team at A&O Shearman.

About Us

A&O Shearman is a leading global law firm with 48 offices in 29 countries worldwide. We provide unmatched insight and seamless delivery to clients, working on challenging and important deals and disputes that have the potential to shape the future.

Job Description

The Technical Support Specialist will be responsible for providing operational first and second line IT support to Partners and all internal staff within A&O Shearman. This includes logging, troubleshooting, and resolving incidents at the first point of contact when possible, or passing incidents to an appropriate team.

The successful candidate will work under the supervision of the IT Manager and collaborate closely with all members of the IT team and the Business services team.

Main Responsibilities
  • Act as a single point of contact for customers contacting the service desk via phone, email, or self-service portal regarding IT issues and queries.
  • Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.
  • Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and first point of contact call resolution.
  • Promptly allocate incidents and requests as appropriate.
  • Ensure that incidents and requests are properly logged, assigned, tracked, and responded to in a timely manner and according to agreed standards and procedures.
  • Keep customers and other interested parties informed of progress and take corrective action to avoid or minimise delays.
  • Support users with technical IT issues related to software, hardware, and networking on-site or remotely.
  • Record accurate and timely updates in the IT Service Management System.
  • Follow-up and find solutions to solve problems quickly for any issue related to IT.
  • Configure and deploy new laptops and mobile phones.
  • Install new software and hardware.
  • Ensure regular updates of applications and administer IT equipment.
  • Participate in local and global IT projects.
  • Offer support and assistance to clients via phone and in person.
Key Requirements
  • High school diploma with IT or technical qualification.
  • At least 3 years of experience in a customer-facing role within an IT Support/Service Desk environment.
  • Professional working proficiency in English (oral and written).
  • Deep knowledge of Windows OS and Microsoft Office 365 products (Azure Cloud).
  • Knowledge in iManage, BMC Helix, Aternity, Kofax Equitrac, MFP, ABM, Cisco technology, SCCM /Intune.
  • Excellent interpersonal and organisational skills.
  • High level of customer service.
  • Clear verbal and communication skills to explain technical instructions in a non-technical way.
  • An enthusiasm and passion for excellent customer service.
  • The ability to promote technology within the firm using business-friendly language and seek out opportunities with tangible business benefits.
  • The ability to work independently, prioritise, and manage workload effectively often under pressure.
  • The ability to work in a team environment to achieve service levels as a group and individually.
  • The ability to keep up to date with new technologies, systems, and solutions.
  • The ability to think logically, analyse situations, and solve problems.
  • Awareness of business-critical incidents and their potential implications for the business.
  • The ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work.
  • A high level of self-motivation and be a self-starter who will undertake all activities to the highest professional standards.
  • A good knowledge of Service Desk operations, including knowledge of IT best practice, industry trends, and customer service.
  • Understanding of all technologies used by A&O Shearman, business working practices, and an understanding of core applications.
  • ITIL Foundation – desirable.
  • Microsoft Azure Fundamentals Certification (AZ-900) – desirable.
Estimated Salary

€60,000 - €80,000 per annum, depending on experience and qualifications.

Benefits

We offer exceptional opportunities for our people, including:

  • First-rate training and development opportunities.
  • Diversity, equity, and inclusion initiatives.
  • Flexible working arrangements.
  • A competitive salary and benefits package.
  • Opportunities for career progression and professional growth.

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