Descripción del puesto:

AMERICAN LEGAL GROUP is looking for a TECHNICAL SUPPORT SPECIALIST reporting to IT Manager in U.S. Office.

Monday to Friday 8.30 – 5.00 / 9.00 -5.30 p.m.

Position Summary:

The Technical Support Specialist is responsible for providing desk side technical support based upon standard operating procedures, including troubleshooting and resolving any custom application, system or hardware issues. They act as a project resource when directed and work closely with their local, regional and global peers to ensure seamless IT service delivery and support for the end user and the IT department's strategic goals and initiatives.

Accountabilities:

Ø Provides excellent 2^nd line/desk side incident, problem and request management support in accordance with documented processes

Ø Resolution of all escalated Service Desk tickets and associated customer expectation management

Ø Effective and proactive communication of problems/issues that impact the business (e.g. outages)

Responsibilities:

Ø Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution

Ø Update and manage of all escalated tickets in accordance with local, regional and global Customer Services standards and processes

Ø Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking

Ø Successfully meet timelines and/or budgets for assigned projects

Ø Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications

Ø Update and contribute to the Knowledge base to share expertise

Ø Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues

Ø Repair and maintain all Firm-supported laser printers, laptops and desktops in accordance with firm standards

Ø Participate in weekly moves (users moving to other offices and/or floors)

Ø Configure and monitor equipment for high level meetings

Ø Provide backup support for audio visual/video conference events (where applicable)

Ø Provide  programming and move/add/change support for Cisco IP phones (where applicable)

Ø Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)

Ø Effectively and proactively identify and  communicate operations and business risks

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