The ideal candidate will act as a Subject Matter Expert (SME) and Tier 2 Support Agent, providing advanced technical assistance and guidance to other technical support agents and our end users.
This role requires a deep understanding of our technical environment and applications, excellent problem-solving skills, and the ability to mentor and support team members.
Key Responsibilities:Tier 2 Support: Provide advanced technical support to resolve complex issues escalated from Tier 1 support agents.
Understand, troubleshoot and diagnose problems, ensuring timely and effective resolution including engaging with the Infrastructure and Security teams on escalated issues.Prioritisation: Prioritise incidents and service requests according to defined processes such as VIP users and tickets marked urgent, to meet defined SLAs.Subject Matter Expert (SME): Serve as a knowledge resource for specific applications and technologies.
Stay updated on the latest developments and best practices in the field.Mentorship and Training: Assist in training and mentoring Tier 1 support agents.
Share expertise and provide guidance to improve their technical skills and knowledge.Documentation: Create and maintain detailed documentation of common issues, troubleshooting steps, and solutions.
Contribute to the knowledge base to enhance team efficiency.Customer Interaction: Engage with customers directly when necessary to resolve escalated issues.
Ensure a high level of customer satisfaction through effective expectation setting, communication and problem-solving.Collaboration: Work closely with other teams, such as the Infrastructure and Security team, and the product management team, to address recurring issues and improve product quality.Performance Monitoring: Monitor and analyse support metrics to identify trends and areas for improvement.
Provide feedback to management on support processes and team performance.Skills, Knowledge and Expertise:Minimum of 3-5 years of experience in technical support, with at least 2 years in a Tier 2 or SME role.Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience.Proficiency in troubleshooting hardware and software issues and strong knowledge of:Microsoft Windows 10 & 11 and MacOSComputer hardware and networking systemsM365, Microsoft Office, SharePoint, MS Teams, and OneDriveActive DirectoryAzureMS IntuneExcellent verbal and written communication skills.
Build rapport and elicit problem details from end users and explain technical concepts to non-technical users.Strong analytical and problem-solving abilities.
Ability to think critically and develop effective solutions in a time pressured environment.Collaborative mindset with the ability to work well in a team environment.
Willingness to share knowledge and support colleagues.Commitment to providing exceptional customer service and ensuring customer satisfaction.Proactive disposition with a willingness to work hands-on, demonstrating attention to detail and the ability to take ownership of work.Innate curiosity and willingness to continually learn about the legal software and hardware used and supported by the organisation.Desirable but not essential experience for the role: Certifications in relevant technologies or support methodologies (e.g., ITIL, CompTIA A+).Experience with the following:
Mimecast
Dell laptops
Threat locker
zScaler
Sophos / Defender for End Point
BigHand
Legal DMS
Legal applications such as DocX Tools, Contract Comparison, KiraPrevious experience in a professional services environment and especially a law firm.Benefits:Market leading salaryDiscretionary annual bonus scheme25 days annual leave allowancePension schemeTaxSaver and Bike to Work schemeHealthcareFull gym and wellness programme
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