Technical services engineer

The role of the Technical Support Engineer is to support the IT Technical Manager in the smooth day to day running of the IT infrastructure. They must act as the primary escalation point for technical queries from the Service Desk to assist in resolving customer incidents inline with agreed SLAs. Incident resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual provide in-person, hands-on help at desktop level.

Within this fast paced environment you would need to receive, prioritise, document and actively resolve customer requests whilst striving to deliver the highest level of customer service.

Responsibilities

• Responsible for the operation and integrity of the firms data backup solutions and to ensure that policies and procedures are implemented and adhered to at all times.
• Provide 3rd line diagnosis of incidents and service requests and implement solutions.
• To maintain network and PC operating systems, and to support server and client PC software.
• To maintain and review the design and specification of the network and telecommunications infrastructure.
• Identify trends for ways to prevent future problems.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution and update knowledge base with new identified fixes.
• Ensure the on-going operational efficiency of all aspects of the firms IT systems.
• IT expects the successful candidate to be prepared to travel to other Browne Jacobson sites as and when required. A full UK driving license would be preferred.
• Undertake any other tasks reasonably required in the course of performing the job, as set out by the IT Technical Manager.

• Knowledge and extensive experience of WAN/LAN administration including WINS/DNS/DHCP/Group Policy
• Experience of LAN/WAN switching and routing
• 3 years + experience of Windows Server configuration and administration (2003/2008 R2)
• 3 years + experience of Active Directory domain administration.
• 2 years + experience of supporting Microsoft Windows 7 desktop support and configuration, and Microsoft Office
• 3 years + experience of Microsoft Exchange
• Microsoft SQL experience, including maintenance plans, backups and restores.
• The successful candidate should have excellent knowledge of ITIL processes and have previously worked within an ITIL environment

Desirable skills

• Holds a Microsoft qualification, either MCSA, MCSE or MCITP
• Knowledge of legal systems including Interwoven Filesite, Autonomy Worksite DMS, FWBS MatterCentre, Dragon Voice Recognition and Winscribe Digital Dictation.
• Exposure to the following technologies would be beneficial:

• Citrix/VDI environments
• Microsoft SCCM
• Netapp SAN
• Riverbed
• Juniper/Sonicwall Firewall
• HP Switches and routers, * Experience at working independently and in a team-oriented, collaborative environment is essential

• Exceptional written and oral communication skills
• Strong documentation skills
• Ability to effectively prioritise and execute tasks in a high pressure environment
• Proven analytical and problem-solving abilities
• Keen attention to detail
• Highly self-motivated and directed
• A people person who has the ability to present ideas in a customer friendly language.
• Prior legal experience would be advantageous otherwise working in a professional services environment is preferred