Senior Technology Support Analyst
il y a 3 semaines
As a Senior Technology Support Analyst, you will provide technology support to the local office for areas including software, hardware, infrastructure, network services, mobile and remote services, audio visual, telephony and security systems.
Essential functions:
- Responds to local helpline, support tickets and e-mail, assesses problems and offers assistance, logs all calls into the Firm's call logging systems and resolves or escalates as appropriate.
- Provides application support for both local installations and Citrix-based applications.
- Assembles, installs, configures, tests, images, troubleshoots and repairs hardware and peripherals, including but not exclusive to computers, printers, scanners, mobile phones and wifi devices, audio visual equipment and software, reprographic and cost recovery network interfaces, security network interfaces and other equipment and applications as required.
- Provides assistance and advice on technology allowance purchases for attorneys.
- Provides support, troubleshooting and repair for laptops and desktops.
- Assists with remote site access.
- Maintains and documents data room and closets and troubleshoots networking issues with the Technology Manager/Supervisor.
- Helps to maintain Firm policies and procedures in relation to computer technology.
- Establishes and maintains effective working relationships with clients, attorneys and staff.
- Negotiates contracts with local vendors with the Regional Technology Manager for local contracts.
- Works with other departments for all areas requiring coordination with the technology department.
- Provides oversight and guidance to Technology Support Analysts.
- Provides basic induction training on technology systems, mobile device usage and basic software usage.
- Provides software training based upon modules created by the global training department.
- Provides a consistent and high level of customer service.
- Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others.
- Bachelor's Degree in a technical major or equivalent work experience.
- Minimum of five years of experience working in technology support with increased responsibilities and a minimum of three years' experience in managing technology support staff.
- Knowledge of and maintains Firm operation, policies and procedures in relation to computer technology
- Broad and thorough knowledge of computer hardware and diagnostic techniques
- Direct experience in providing technology training
- Working knowledge of hardware and software used for building security systems
- Demonstrated experience in providing high level customer support
- Demonstrates effective interpersonal and communication skills, both verbally and in writing
- Demonstrates close attention to detail
- Ability to handle multiple projects and shifting priorities
- Ability to work well independently as well as effectively within a team
- Flexibility to travel
Full package (attractive gross salary), 100% of transportation costs covered, meal vouchers, eco-vouchers, DKV, pension plan. 1 teleworking day per week.
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