IT User Support Specialist

The IT User Support Specialist provides premium high-touch day-to-day end-user support, ensuring issues are resolved efficiently and effectively This role requires exceptional poise and professionalism when regularly interacting with the firm's attorneys and senior stakeholders, ensuring seamless and confidential support.

Key Responsibilities

• Supports and maintains end-user computer hardware and software manages and tracks hardware asset inventory

• Manages the setup and deployment of new user workstations and provides IT support for office moves and changes

• Manages and supports mobile devices (OS/Adroid) using MDM tools (specifically InTune), focusing on secure email delivery (Outlook Mobile/Native Applications)

• Provides support and administration for the firm's VoIP/telephony and voicemail systems

• Accurately logs, tracks and documents all user support requests and system failures using the ticketing system

• Collaborates with core infrastructure teams on the testing, implementation, and deployment of technology rollouts and projects

• Identifies common user knowledge gaps and proactively develops or recommends targeted end-user training and documentation

• Performs preventative and routine maintenance

• Procures miscellaneous technology supplies

• Coordinates with IT vendors and other departments

Requirements:

• Min 3 years of experience in Desktop Support or as a Desktop Engineer, including at least 1 year of dedicated experience supporting VVIPs, Senior Executives or Attorneys (advantageous)

• Excellent troubleshooting skills (L1/L2) for computer hardware and software with the proven ability to quickly resolve complex issues or propose viable alternative solutions under pressure

• Experience working with networked and local printers, scanners, advanced copiers, and other hardware peripherals

• Experience with networking devices, cabling, and associated troubleshooting

• Experience troubleshooting and supporting iOS, Android, and other mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system

• Experience with Microsoft Office 365 administration (Teams, Sharepoint, etc.) and iManage desired

• Experience with using and troubleshooting video conference meetings (e.g., Zoom, Webex) and audiovisual equipment

• Experience with remote access such as Citrix, VPN, and Remote Desktop

• Prior use of a trouble ticket tracking system preferred

• Expert-level knowledge of Windows 11 operating systems, including advanced settings, configurations, limitations, tweaks, and maintenance best practices

• Strong sense of ownership and accountability for resolving user queries and problems from start to finish

• Resourceful, self-motivated, proactive and highly organised

• Must demonstrate a personal willingness and ability to effectively work in and adapt to a changing environment

• Excellent interpersonal and communication skills (oral and written), professional demeanor, and presentation

This is an on-site position located at Raffles Place. Interested candidates should submit your updated resume/CV, current and expected salary and notice period/availability to start work.