Technology Support Service Engineer
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Key skills for this role
About the Role
Linklaters is seeking a Technology Support Service Engineer to provide technical assistance to end users, troubleshoot hardware and software issues, and manage ticket requests. The role requires strong troubleshooting skills and customer service orientation.
Key Skills for This Role
Responsibilities
- Assist and provide technical assistance for end users with troubleshooting and resolving hardware, software, desktop and application related problems
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Assist with incoming ticket requests for assistance, updating tickets with accurate and timely status
- Review incident tickets for content, proper routing, first call resolution, problem detection, and timely closure
- Collaborate with system owners to ensure proper support is provided to end users
- Log and track all incoming service requests and incidents in the ticketing system, ensuring accurate documentation and timely updates
- Provide data and reporting of key performance indicators to monitor operational performance, SLA compliance, and continuous improvement
- Assist with setup and configuration of new hardware and software for end users
- Provide first level technical support to end users, assisting with basic troubleshooting and resolving common issues
- Collaborate with more senior team members and other Technology & Data teams to escalate and resolve complex issues
Requirements
- Demonstrable experience in an IT support role, providing technical assistance for hardware, software, and desktop applications
- Strong troubleshooting skills, with ability to quickly diagnose and resolve technical issues including account setup and network configuration
- Familiarity with managing ticketing systems, including logging, tracking, and ensuring accurate documentation and timely resolution
- Ability to review incident tickets for precision, appropriate routing, and first call resolution
- Experience collaborating with system owners and liaising with senior team members to address and escalate complex issues
- Knowledge of gathering and producing key performance indicators to monitor service quality and operational performance
- Hands on experience with hardware and software setup and configuration for end users
- Strong customer service orientation with excellent communication skills
- Ability to work effectively within a team environment
- Motivation to identify opportunities for continuous improvement
Full Job Posting
Your Role
- Provides technical assistance to end users, troubleshooting and resolving hardware, software, and application related issues.
- Manages ticket requests, ensures accurate documentation, and collaborates with system owners and senior team members.
Responsibilities Will Include
- Assists and provides technical assistance for end users with troubleshooting and resolving hardware, software, desktop and application related problems.
- Diagnoses and troubleshoots technical issues, including account setup and network configuration.
- Assists with incoming ticket requests for assistance, updating tickets with accurate and timely status.
- Reviews incident tickets for content, proper routing, first call resolution, problem detection, and timely closure.
- Collaborates with system owners to ensure proper support is provided to end users for those systems.
- Logs and tracks all incoming service requests and incidents in the ticketing system, ensuring accurate documentation and timely updates.
- Provides data and reporting of key performance indicators to monitor operational performance, service level agreement compliance, and continuous improvement.
- Assists with the setup and configuration of new hardware and software for end users, ensuring systems are ready for use.
- Provides first level technical support to end users, assisting with basic troubleshooting and resolving common hardware and software issues.
- Collaborates with more senior team members and other Technology & Data teams to escalate and resolve complex issues.
About You
- Demonstrable experience in an IT support role, providing technical assistance for hardware, software, and desktop applications.
- Strong troubleshooting skills, with the ability to quickly diagnose and resolve technical issues, including account setup and network configuration.
- Familiarity with managing ticketing systems, including logging, tracking, and ensuring accurate documentation and timely resolution of service requests.
- Ability to review incident tickets for precision, appropriate routing, and maintain a focus on resolving issues at first contact where possible.
- Experience collaborating with system owners and liaising with more senior team members to address and escalate complex technical problems.
- Knowledge of gathering and producing key performance indicators to monitor service quality and operational performance.
- Hands on experience with hardware and software setup and configuration for end users, ensuring readiness for use.
- Strong customer service orientation, with excellent communication skills for assisting non technical users in resolving common issues.
- Ability to work effectively within a team environment, contributing to a collaborative approach to resolving challenges.
- Motivation to identify opportunities for continuous improvement and enhance support processes.
Technical Skills
- Access Control Management
- Business Partner Support
- Device Management
- Equipment Repairs
- IT Asset Management (ITAM)
- IT Incident Management
- IT Service Delivery Management
- System Administration
- Technical Support
- Troubleshooting
Linklaters
- Linklaters is a global law firm, providing legal services in 20 countries and through 30 offices.
- We look for people who love working collaboratively and demonstrate innovative, efficient, agile, entrepreneurial, and responsible mindset.
- We respect and value difference but insist on inclusivity.
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