Technical Support Specialist II

Deliver in-person and remote technical support for laptops, operating systems, software, printers, and mobile devices, including user training and issue resolution. Proactively monitor and analyze laptop performance to identify issues, determine root causes, and implement solutions that improve system health and efficiency., * Provide technical support in person and remotely troubleshoot and support laptop, operating system, software, printer, mobile device & user education issues

• Proactive monitoring of laptops to identify machines in poor health, analyze where the issue lies, and find a resolution to increase laptop performance
• Utilize automation opportunities to negate repetitive tasks
• Use AI assistants responsibly to triage tickets, draft customer updates, summarize logs, and generate/refresh knowledge articles
• Handle onboarding/offboarding workflows and processes

• Bachelor's degree in computer science, or a degree plus two years of technical support experience, or three years of technical support experience.
• Experience and technical knowledge of Desktop OS and applications (Windows, MAC) and Office 365.
• Solid networking skills.
• Hardware, software installation, and troubleshooting.
• Active Directory fundamentals.
• Mobile Device Management (Azure/Intune).
• ITIL practices awareness.
• Strong customer service ethic.
• Excellent problem-solving skills and good organizational skills

If you are fascinated by the changes happening in the legal market and want to get to the heart of innovation in this space, then this is the role for you. Come and join our award-winning and growing team!

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Generous holiday allowance with the option to buy additional days.
• Health screening, eye care vouchers, and private medical benefits
• Wellbeing programs
• Life assurance
• Access to a competitive contributory pension scheme
• Save As You Earn share option scheme.
• Travel Season ticket loan.
• Electric Vehicle Scheme
• Optional Dental Insurance
• Maternity, paternity, and shared parental leave
• Employee Assistance Programme
• Access to emergency care for both the elderly and children
• RECARES days, giving you time to support the charities and causes that matter to you.
• Access to employee resource groups with dedicated time to volunteer.
• Access to extensive learning and development resources
• Access to the employee discounts scheme via Perks at Work

Our core team consists of 4 members in the UK and 4 in France. We are part of a global infrastructure and operations organization with more than 300 staff distributed worldwide. We pride ourselves on being a friendly, approachable, and inclusive team. Collaboration and support are at the heart of how we work, and we strive to create an environment where everyone feels valued, respected, and empowered to contribute, LexisNexis Legal & Professional, with 11,800 employees worldwide and serving customers in more than 150 countries, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today's top model creators for each legal use case.