Our client, a leading international law firm, is seeking a hands-on Helpdesk Technology Support Specialist to join their 24/7 helpdesk team. This role requires on-site support, offering a competitive salary, with opportunities for overtime and shift flexibility.
Schedule: Monday-Friday, 9:30 AM - 5:30 PM (on-site)
Key Responsibilities:
- Provide expert-level support for escalated tickets from the Level 1 helpdesk team and troubleshoot complex technical issues directly.
- Input detailed problem descriptions and resolutions into the incident management system for all calls received, ensuring accurate workflow management.
- Conduct on-site troubleshooting, including visits to user offices, partner home visits, and offsite litigation setups as needed.
- Run scheduled system tests and perform change control testing as requested.
- Diagnose and resolve email delivery issues using the ProofPoint console.
- Manage mobile phone and MiFi issues, including administration and troubleshooting.
- Participate in ongoing training programs to stay up-to-date on the latest technologies and support protocols.
- Draft technical documentation, standard operating procedures (SOP), and scripts.
- Maintain flexibility to cover other shifts, including overnight and weekend hours, as well as overtime when necessary.
- Adhere to the firm's information security policies, safeguarding firm and client data against unauthorized access, modification, or interference. Promptly report any security risks or incidents.
Qualifications:
- Bachelor's degree in a related field is required.
- Prior helpdesk experience, preferably in a law firm environment.
- Strong verbal and written communication skills, with an emphasis on delivering exceptional customer service.
- Proficient in Windows OS 10/11 and Microsoft Office O365.
- Experience with document management systems, ideally NetDocs.
- Expertise in troubleshooting remote access issues, including RSA Administration, VPN, and Citrix.
- Proficiency with Active Directory and Entra Administration.
- Experience with mobile device support, particularly iPhones, BlackBerry Work for Enterprise, and InTune.
- Solid understanding of IP networking, server administration, and basic hardware/cabling troubleshooting.
- Ability to thrive in a high-pressure environment, prioritize urgent requests, and manage multiple tasks simultaneously.
Work Environment:
This role operates within a dynamic, fast-paced law firm environment. Flexibility is required regarding overtime and shift coverage to support the 24/7 helpdesk operations.