Sue Ross Recruitment are seeking an IT Support Technician to join a well-established legal firm. This is an excellent opportunity for an IT professional looking to develop their career within a secure, data-sensitive environment.

Key Responsibilities:

Helpdesk Management:

• Manage and resolve helpdesk tickets efficiently.
• Ensure clear communication and timely resolution of IT issues.

First-Line IT Support:

• Provide support for Microsoft 365, legal software (Mattersphere & Indigo), and other key applications.
• Troubleshoot hardware issues, including laptop docking stations and multi-screen setups.
• Assist users with connecting to the ETIcloud virtual desktop.

Escalation & Coordination:

• Escalate complex technical issues to senior IT support or ETIcloud when necessary.
• Collaborate with ETIcloud for interventions and system support.

Documentation & Knowledge Management:

• Maintain detailed records of IT support interactions and solutions.
• Assist in developing the helpdesk knowledge base.

Training & Development:

• Participate in IT training sessions in conjunction with our Learning & Development Manager.
• Continuously enhance technical skills to provide broader IT support.

The successful candidate will receive comprehensive training, including:

• Firm’s IT systems, including Microsoft 365, Mattersphere, Indigo, and other relevant tools
• Helpdesk software and procedures
• Legal compliance training, including GDPR and email security
• Ongoing support and professional development opportunities.

The role involves helpdesk management, hardware and software support, security queries, and coordinating with ETIcloud for escalations.

Excellent communication and interpersonal skills are essential, as the role requires direct interaction with employees across various departments. The ability to provide empathetic and effective support is particularly important when assisting with time-sensitive or critical legal matters.

If you’re an IT enthusiast with a passion for problem-solving, customer support, and data security, we’d love to hear from you!

Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.

May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment.