Looking for an immediate joiner
Are you passionate about technology and providing exceptional customer service? We have an exciting opportunity for a motivated and skilled L1-L2 Technical Support Engineer to join our prestigious law firm's Technology team. In this role, you will play a vital part in ensuring our internal staff receive top-notch technology support and enjoy a seamless technology experience.
Role Overview: As an L1-L2 Technical Support Engineer, you will be responsible for delivering First &second-level technology support to our internal staff. Your primary focus will be promptly addressing and resolving technology issues and queries, while providing exemplary customer service. You will also serve as a role model for the Technology Operations staff, adhering to our client and ways of working.
Key Responsibilities:
- Provide 1st and 2nd line support to customers during working hours (Mon – Fri 9:00 am to 6:00 pm). Some out-of-hours and occasional weekend work may be required, necessitating flexibility.
- Offer IT support to customers based in the office and other locations in the Asia Pacific region if necessary.
- Provide support through telephone assistance (sometimes using remote control software) and desk-side visits when appropriate to ensure quick problem resolution. Support should also extend to all mobile devices and software applications.
- Deliver IT induction sessions for new joiners.
- Prepare security passes for new joiners.
- Assist with office-wide and departmental moves as required.
Software & Hardware Support:
- Install, configure, and support desktops and laptops in both the office and remote working environments.
- Install, configure, support, and troubleshoot software applications and services, including all core business applications, operating systems, collaboration tools, and antivirus software.
- Install, configure & support the VoIP telephone system and set up different models of phones, managing the administration using relevant tools.
- Install, configure & support smartphone devices. Troubleshoot complex smartphone issues from both the device and the Mobile Device Management infrastructure.
- Install, configure & support networking devices, with specific reference to relevant hardware.
- Support remote customers using various remote access tools.
- Troubleshoot and manage printers and MFDs.
- Troubleshoot hardware and software problems for routers, desktops, laptops, tablets, and phones.
- Troubleshoot and manage AV equipment in the office.
- Travel to data centers to assist with installation/troubleshooting.
- Install, configure, and support remote networking connectivity.
- Test, install & configure new hardware & software.
Best Practice / Process Support:
- Collaborate with other teams within the Technology Services Department when necessary to achieve call resolution. The Customer Support Team must provide detailed and precise information on these occasions to enable those teams to ensure a prompt resolution.
- Work with other individuals within the IT Support team to ensure all customer requirements are supported to a high and consistent standard on a daily basis. Ensure effective feedback is communicated to the relevant parties.
Required Qualifications and Skills:
- Diploma or degree educated
- Relevant IT qualification
- Minimum of 3-5 years of experience in a similar role
- Experience in a professional services or law firm environment is advantageous
- Capable of working independently and collaboratively as a team member
- Proactive approach in identifying work to be done
- Strong IT skills with a high level of competency in the use of Office 365 and a good understanding of AD, AAD, Exchange
- Excellent organizational skills with acute attention to detail
- Good communication skills and the ability to manage expectations
- Flexibility to work overtime as and when required
Personal Characteristics:
- Strong analytical problem-solving skills.
- Highly motivated and proactive approach to customer service.
- Excellent communication skills (telephone and email) with a positive attitude.
- Enthusiastic and helpful approach to resolving user problems.
- Ability to work effectively in a team and independently.
- Strong prioritization and workload management skills.
- Adaptability to work in a busy and occasionally pressurized environment.
- Ability to coach and collaborate with team members.
