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Vacancy Name
Senior IT Support Specialist
Vacancy No
VN1539
Business
BASE
Dept Code
Information Technology
Employment Type
Full-Time
Location Country
United Kingdom
Description
Harneys is a leading international offshore law firm that practices British Virgin Islands, Cayman Islands, Anguilla, and Cyprus law. It operates in the British Virgin Islands, Bermuda, Cayman Islands, Cyprus, Hong Kong, London, Luxembourg, Shanghai, Singapore.
Harneys is seeking to recruit a Senior IT Support Specialist to join its IT Support team. This role is based in London with a focus on supporting the firm's global operations.
This role reports to the Head of IT Services and is responsible primarily for providing IT support to their colleagues globally; there is expectation that this role also provides on premise support assistance to if required.
This role requires strong communication skills (English), a professional demeanour, and an understanding of the importance of customer service. We are ideally seeking a candidate with a solid understanding of recent Microsoft Windows operating systems, Microsoft Office suite, and Active Directory. Experience of mobile devices running Android, and or iOS is also desirable.
- Primarily the team will provide remote support to colleagues globally, however there will be desk side or meeting room support required on premise. The team will need to work together to ensure that where possible the support hotline always has coverage.
- All requests for support must be logged in our ITSM (ServiceNow) accurately whether they have been received by phone, email, text, chat, or in person.
- Make certain that all tickets are acknowledged and responded to in a reasonable amount of time, even if they are not possible to resolve on first contact.
- Provide regular updates to the requestor on their tickets regardless of progress made.
- Ensure that tickets have appropriate categories assigned, correct status is applied, and priority is clear.
- Maintain an accurate audit trail on the ticket:
o Record notes in relation to verbal contact.
o Note steps taken during troubleshooting.
o Attach screenshots of errors
o Email from or comment on the relevant ticket, if this is not possible either copy and paste or drag and drop the email on to the ticket.
- Where a new Problem is identified; a Problem ticket is opened and communicated to IT so the team ensure related IT Cases are linked and the root cause is investigated with aim of finding a viable workaround and/or a permanent solution.
- Escalate issues that are not possible to resolve due to knowledge or access to the appropriate team such as IT Infrastructure, or IT Applications & Development, or external supplier support.
- Be a contributor to The Oracle by creating and updating knowledge base articles.
- Take ownership of some services by becoming a Subject Matter Expert (SME) and becoming a key IT stakeholder for some applications. This will involve liaising with suppliers and the business stakeholders, and reviewing articles published in The Oracle knowledge base.
- Support your global team by assisting them.
- You may be engaged occasionally to assist on releases of new software and hardware.
- Support and assist the team lead/managers with the coaching of those more junior.
- Ensure that IT equipment in office is set up in a neat and complete manner. Leaver desks are checked to either remove all equipment for re-allocation or are set up for the next employee.
- Manage the asset management register & ensure that there is adequate equipment, peripherals, and toner in stock.
- Keep IT stock organised so that the local team know its status (available, pending assignment, pending repair).
- Liaise & support the Office Manager to ensure that any office reconfiguration is planned & carry out any IT tasks.
- Assist the Infrastructure team with any required on-premises tasks - patching, equipment failure & replacement. Be the main point of contact for any office emergencies that may require an out of hours call out. They are rare and may vary from liaising with a service provider to replace faulty fibre optic, or to aid Infrastructure with a shutdown/service up during storms (BVI/Cayman).
- Deputise for the IT Support Team Lead during absences.
Qualifications & Experience
Required
MS Office 365 Suite (Outlook, Word, Excel, PowerPoint)
Windows 10
Mobile Devices - iOS & Android
Active Directory Users & Computers / Azure AD
Basic understanding of networks (LAN, WAN, WAP, Cloud, IP)
Desirable
Microsoft Exchange Administration Center
Microsoft 365 Admin Center
iManage Work
SharePoint
Zoom/Teams Conferencing software.
VmWare Workspace One
Intapp Time
Intapp Intake
ServiceNow
Soft skills
• Time Management & Reliability
• Analytical & troubleshooting mindset.
• Communication (written & verbal English), interpersonal & customer service skills.
• Listening, patience & empathy.
• Focus & attention to detail.
• Enthusiasm
• Prioritisation
• Team-oriented
• Continual self-improvement & quick learner when it comes to new technology.
• Ability to work and exercise reasonable judgement under minimal supervision.
• Willing to maintain self and team awareness of IT and company policy and procedure.
• Professional demeanour
Applications Close Date
31 May 2024
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