Job Title: 1st Line Support IT Technician
Location: Manchester City Centre
Reports to: IT Supervisor / IT Manager
Shift: Rotating shift pattern 7am-3pm, 9am-5pm, 12pm-8pm
About the Company
gunnercooke is a Top 75 law firm recognised for over 90 industry awards. Launched in 2010, the firm has rapidly grown to over 500 lawyers across 15 global offices in the UK, US, Germany and Austria. Our breadth of expertise covers some of the most interesting and important emerging disciplines, from ESG and charity law, to blockchain and competition.
Collaboration is at the forefront of our award-winning culture and is what sets our firm apart from the rest. gunnercooke operates as a fee share model meaning our professionals join as self-employed advisors, free to design and develop the practice they've always wanted.
Our purpose is simple; to deliver a positive impact for our clients, provide a better life for our people and to leave a better world than we found. Our charitable arm, the gunnercooke foundation, enables us to directly engage with communities on social issues and to help charitable organisations grow.
gcTrust is the firm's dedicated support team comprising specialists in finance, IT, marketing, compliance, recruitment, and partner and offices services. Our role is helping partners to set up, run, and scale up their practices, so they can focus on providing quality service to their clients.
Purpose of the role
As we break away from tradition, we're bringing fresh ways of working. At gunner
cooke
, when a new Partner joins, our unique model and flexible working practices often means more engagement directly with our IT systems than at a traditional law firm. Our IT team is dedicated to making this transition smooth and effortless, using innovative technology to enhance efficiency and offering tailored training and support to ensure Partners are confident and proficient with our systems.
This role is perfect for someone who wants to join a team that is going from strength to strength. It is crucial to our continued growth and is a fabulous opportunity for someone with previous experience in a similar role. Technical aptitude, initiative, and the ability to think on your feet are prerequisites, but most importantly is the desire to deliver brilliant client service that will determine success.
Key Responsibilities
* First Point of Contact
: Serve as the initial contact for users experiencing technical issues, aiding over the phone, email, or via remote support software.
* Issue Documentation
: Record and document the issues reported by users, ensuring accurate and detailed information is captured.
* Troubleshooting
: Attempt to resolve common technical problems using standard procedures and knowledge bases.
* Escalation
: Identify when issues are beyond your scope and escalate them to higher-level support teams or specialists.
* Software Updates
: Assist with the installation and configuration of software updates and patches.
* Hardware Setup
: Setup and configuration of new user devices.
* Reviewing & remediating security alerts
: Working with our security layers to analyse blocked communications and report false positives.
* User Account Management
: Set up and maintain user accounts within an enterprise environment.
* Inventory Management
: Maintain accurate records of all IT hardware and software.
* Documentation
: Provide appropriate documentation on services provided and status updates as needed.
* Customer Satisfaction
: Ensure all customer help requests are completed in a timely manner, providing solutions that meet the customer's needs.
The Person
* Strong and varied IT skills and interest in technology.
* Problem solver with an intuitive, systematic, thorough approach.
* Ability to research, to solve issues or to improve existing systems.
* Very people oriented; want to be helpful and sort things out for people.
* Clear and concise written and spoken communication skills; ability to present information in a structured and balanced way.
* Client service oriented. Reliable, keeps commitments, and proactive.
* Thrive on spinning many plates with a cool head and to empathise with those you are spinning them for.
* Be a good team player demonstrating trustworthiness, loyalty and commitment to the firm and your team.
* Willing to travel occasionally and work unsocial hours if business need dictates.
Desired Experience
* Similar experience working on a 1st line service desk.
* Understands the nature of legal work and the challenges that lawyers face in executing client work (desirable, not essential).
* Experience with document management systems, resolving networking issues, and providing remote support.
* Management of technological hardware in a corporate environment.
* Experience using Office 365 and SharePoint Online.
* User account and licensing management in AzureAD and O365.
* Good understanding around Cybersecurity and Data Protection.
* Experience working in a trusted and privileged position maintaining the confidentiality and integrity of confidential and/or sensitive information and documents.
For more information about gunnercooke please visit