Technical Support Representative - Legal Sector

This technical support representative position is to provide hands-on assistance to clients that have technical problems to resolve.

Applying technical and functional knowledge and understanding of how the clients' hardware, networks and software solutions are used to diagnose and provide resolutions.

Tasks will vary and will be handled over the phone, via remote diagnostics, email, or face-to-face on the customer site.

Main Responsibilities

• Monitoring and maintaining computer systems and networks
• Installing and configuring computer systems
• Logging and managing multiple support cases at any one time
• Diagnosing and troubleshooting system and software problems
• Taking clients through a series of actions - remotely or onsite
• Managing issues through to resolution with the appropriate third parties
  
• Distributing the latest software releases, service packs, or patches to clients
• Providing support documentation, including procedural documentation
• Following diagrams and written instructions to repair faults/set up systems
• Running network applications to support system and users
• Setting up new users and supporting new applications
• Responding within agreed time limits/SLAs
• Rapidly establishing a good working relationship with clients onsite
• Testing/evaluating new technology

Skills required

• Excellent communication skills
• Excellent troubleshooting and problem-solving skills
• Strong self-initiative and industrious work ethic
• Computer Networks & Microsoft technology stack experience
• iManage ISCE Certification