Technical Support Analyst

International Law Firm seeking a full time Technical Analyst. This role will have a high degree of face-to-face interaction with all levels within the Firm and will be expected to work in an advisory like manner.

RESPONSIBILITIES : Client Focus

Client Focus

• Provide a high degree of initiative and a willingness to accept ownership of tasks, keeping the client's interests at the forefront of all activity.
• Ensure that issues are dealt with promptly and remediated appropriately.
• Proactively engage with lawyers and business services staff to educate them on how to take advantage of the various technology tools and services available to them to improve efficiencies and productivity.
• Motivated to look beyond the obvious technical problem, conduct research, document results, and show an ability to analyze and draw meaningful conclusions from information gathered.
• Prioritize and schedule tasks, understand when to escalate problems to maintain high service levels and avoid unnecessary delays in response times.
• Contribute to the broader regional IT team by generating new ideas and ways to improve the service delivered by IT.
• Adapt and adhere to professional standards and processes such as ITIL and Agile methodologies to ensure consistency and common practice within IT Support are met.
• Act as a liaison between regional and global support teams to resolve technical issues.

Functional Support

• Provide hardware support including network printing and configuration of network printers and troubleshooting and software support.
• Support the following services : Blackberry Enterprise Server, Blackberry Works, Intune Virtual Private Network (VPN), ZScaler, Secure ID RSA, and Citrix Director.
• Setting up and supporting Teams and Cisco WebEx meetings and additional audio video conference systems.
• Responsible for supporting the technologies inside client and internal meeting rooms including video conferencing testing and setup.
• Stay informed of IT trends and advanced technology on the market (AI, Analytics, Blockchain, ChatGPT).
• Continue to adapt to the ever-changing face of technology, with users having services on many different hardware and software platforms.
• Project Support o Ensure the knowledge gained from working on projects is transferred to colleagues.
• Work with the Technology Learning & Development team on new and updated technology and help to raise awareness and aid in the preparation for wider adoption.
• Assist in the coordination of events, workshops, and demos in support of Core Technology applications and Legal Technology toolset.

Infrastructure Support

• Assist the Global Infrastructure team to test and rollout new Infrastructure systems in the local office.
• Provide weekend or out of hours support (on site or remotely) and testing after system changes performed by the Infrastructure Team, the Global Shared Service Centre, or the vendor if necessary.

REQUIREMENTS :

• 3+ years of related technical support desk experience in a law firm or professional services firm
• High School Diploma or equivalent required.
• Ability to work independently and with minimal supervision.
• Excellent organizational and communication (written and verbal) skills.
• Client-service oriented with a proactive and positive approach.
• Must be comfortable working in a fast-paced and growing environment.
• Must be highly motivated, dependable, and organized.
• Must have strong problem solving and analytical skills.
• Ability to work under pressure and prioritize competing demands to meet deadlines.
• Strong proficiency in MS Office, Office 365 cloud-based applications and Legal Technology
• Must be able to use and troubleshoot Core Technology tools such as Windows OS, Outlook, Office 365 and the use of cloud-based applications and Legal Technology.
• Must have knowledge of basic TCP / IP and Windows networking.
• Technical experience within the legal industry is preferred; this includes support experience with a Document Management System ("DMS", e.

g., iManage), document formatting tools, collaboration tools, as well as other legal applications.