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- Provide day-to-day end-user support, ensuring issues are resolved efficiently and effectively
- Performing technical L1 and L2 support functions via phone, remote connection and deskside visits, as required
- Monitoring queues, calls and interactions of the Service Desk, and escalations to ensure that all interactions and escalations meet established criteria
- Perform system administration tasks, including OS, Active Directory, DNS, DHCP and user management
- Manage backup and recovery operations
- Troubleshoot issues across LAN, WAN, wireless and cloud providers
- Engage in IT projects with cross-functional teams
- Maintain IT asset inventories and ensure that records are kept up to date
- Collaborating and manage third-party support and service vendors to ensure that the applications stay operational
- Undertake the production and maintenance of technical documentation and articles for the knowledge base
- Proactively learning and training other staff members on new products and services
- Experience with legal industry applications - iManage, BigHand, Aderant, Intapp, Workshare, InterAction and Template Management systems
- Solid technical knowledge of Windows 10, Teams, Active Directory / Azure AD, Exchange, Intune and Microsoft Office 365 suite. CyberSecurity and Cloud technologies knowledge will be an added advantage
- Fixing software and hardware configuration issues for users or from inspection of the systems
- Providing technical support for all aspects of the cloud infrastructure to include network connectivity, storage, virtual machines (VMs), etc.
- Updating virus protection software to keep data and communications protected
- Set-up and managed Azure subscriptions & resource group
- Set-up and managed role based access control and create and configure a network security group
- Created and maintained documentation related to systems management processes and procedures as well as system configurations
- Ensuring security through access controls, backups and firewalls
- Knowledge of remote working technologies
- Technical knowledge and support of video conferencing systems
- Configuration and diagnostics of a laptop, mobile device or tablet - familiarity with Lenovo and apple ecosystem is advantageous
- Diploma or Bachelor's Degree in Computer Science, Computer Engineering, Information Systems, Business Applications, Cybersecurity or related disciplines
- A minimum of three years of experience in a law firm with good technical skills in Systems Support and Management
- Working in an ITIL based support environment within an ITSM tool, with reporting and monitoring skills
- Excellent project management skills and demonstrate ability to analyse and resolve problems methodically and logically
- Demonstrate strong customer service skills with the ability to empathise with customers and to resolve conflicts
- A self-starter with the ability to work independently and under pressure
- Possess effective prioritisation skills to manage multiple high priority initiatives in a fast paced, highly technical environment
- Excellent written and oral communication skills
- Provide day-to-day end-user support, ensuring issues are resolved efficiently and effectively
- Performing technical L1 and L2 support functions via phone, remote connection and deskside visits, as required
- Monitoring queues, calls and interactions of the Service Desk, and escalations to ensure that all interactions and escalations meet established criteria
- Perform system administration tasks, including OS, Active Directory, DNS, DHCP and user management
- Manage backup and recovery operations
- Troubleshoot issues across LAN, WAN, wireless and cloud providers
- Engage in IT projects with cross-functional teams
- Maintain IT asset inventories and ensure that records are kept up to date
- Collaborating and manage third-party support and service vendors to ensure that the applications stay operational
- Undertake the production and maintenance of technical documentation and articles for the knowledge base
- Proactively learning and training other staff members on new products and services
- Experience with legal industry applications - iManage, BigHand, Aderant, Intapp, Workshare, InterAction and Template Management systems
- Solid technical knowledge of Windows 10, Teams, Active Directory / Azure AD, Exchange, Intune and Microsoft Office 365 suite. CyberSecurity and Cloud technologies knowledge will be an added advantage
- Fixing software and hardware configuration issues for users or from inspection of the systems
- Providing technical support for all aspects of the cloud infrastructure to include network connectivity, storage, virtual machines (VMs), etc.
- Updating virus protection software to keep data and communications protected
- Set-up and managed Azure subscriptions & resource group
- Set-up and managed role based access control and create and configure a network security group
- Created and maintained documentation related to systems management processes and procedures as well as system configurations
- Ensuring security through access controls, backups and firewalls
- Knowledge of remote working technologies
- Technical knowledge and support of video conferencing systems
- Configuration and diagnostics of a laptop, mobile device or tablet - familiarity with Lenovo and apple ecosystem is advantageous
- Diploma or Bachelor's Degree in Computer Science, Computer Engineering, Information Systems, Business Applications, Cybersecurity or related disciplines
- A minimum of three years of experience in a law firm with good technical skills in Systems Support and Management
- Working in an ITIL based support environment within an ITSM tool, with reporting and monitoring skills
- Excellent project management skills and demonstrate ability to analyse and resolve problems methodically and logically
- Demonstrate strong customer service skills with the ability to empathise with customers and to resolve conflicts
- A self-starter with the ability to work independently and under pressure
- Possess effective prioritisation skills to manage multiple high priority initiatives in a fast paced, highly technical environment
- Excellent written and oral communication skills