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, 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 3-5years 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 MacOS
- Computer hardware and networking systems
- M365, Microsoft Office, SharePoint, MS Teams, and OneDrive
- Active Directory
- Azure
- MS Intune
- Excellent 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, Kira - Previous experience in a professional services environment and especially a law firm.
Benefits:
- Market leading salary
- Discretionary annual bonus scheme
- 25 days annual leave allowance
- Pension scheme
- TaxSaver and Bike to Work scheme
- Healthcare
- Full gym and wellness programme
