IT Tier 2 Technical Analyst

5 months ago

Dublin, Ireland Addleshaw Goddard Full time

PURPOSE OF THE ROLE

Due to the continued growth and success of the Firm, we are looking for someone who can help to us continue to deliver exceptional IT services to Addleshaw Goddard's internal customer base as part of our dynamic and capable Service Team.
The successful candidate will be instrumental in providing the highest level of customer service, through the successful receipt, evaluation and resolution of requests for support and/or escalations, directly from our business customers.


THE TEAM

The local Dublin team comprises of two people and supports an office size of 120+, delivering IT services to a varied range of stakeholders on a daily basis.
This role will cover 40 hours per week, as part of a shift rotation, which is aligned to our businesses need for support. There may also be an opportunity to be part of an on-call rota (which attracts additional remuneration), that provides support twenty-four hours a day, seven days a week, three hundred and sixty-five days a year (including UK and International Bank Holidays) to the business. 
There may also be a requirement to work from any of our offices (UK & International), from time to time and with reasonable notice, as required by service demands.

DUTIES 

The following list of duties is not exhaustive but gives a flavour of the duties the T2 Technical Analyst undertakes:
● Managing customer issues from point of contact through to resolution. 
● Taking responsibility for the timely resolution of issues, whether by providing fixes directly, or by ensuring suitable escalation takes place to relevant support teams.
● Providing face to face, telephone and/or written communication support to customers and colleagues alike. 
● Providing local and remote support to our UK and International offices, along with supporting home workers also. 
● Receiving, evaluating and resolving direct and escalated Incidents (initiated either by a remote medium and/or walk up) in a timely manner, ensuring that incident logs and customers are kept fully up to date at all times. 
● Full use of Incident Management software (currently ServiceNow), to accurately record and track all activities related to Incident, Problem, Change and Request management. 
● Technical research, troubleshooting and resolution, for hardware and software related issues. 
● Involvement in the deployment of local and remote hardware, software and network infrastructure.
● Partaking in Continual Service Improvement activities, by proactively and retrospectively identifying service improvement opportunities. 
● Involvement in project work on an ad-hoc basis, where this roles technical troubleshooting expertise can be leveraged and utilised.
● Supporting the IT department achieve its goals and strategies.


KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Any successful applicant will need the following skills and competencies:
● A passion and proven track record for delivering exceptional customer service, to customers and colleagues alike.
● Be able to converse with people from all levels within a professional business setting.
● Demonstrated ability to work as both an individual and as part of a small close knit team.
● 1 to 3 years' relevant role experience, in a professional IT service support environment.
● Proven diagnostic/troubleshooting skills, in a desk side support type setting.
● Experience of supporting Windows 10.
● Experience of supporting Microsoft Office 2016 and Office 365. 
● Experience of supporting iOS devices and device management platforms (e.g. MS Intune) 
● Proven ability to set-up (Build, etc), install and maintain desktops, laptops, tablets, mobiles and all associated peripherals.

THE FOLLOWING SKILLS WOULD BE ADVANTAGEOUS AND VIEWED FAVOURABLY

● MCDST/MCP accreditation(s).
● CompTIA A+ accreditation.
● ITIL v3 or v4 Foundation accreditation.
● Experience of Document Management Systems (especially in a legal setting). 
● Exposure to the legal industry and/or experience of working in an international law firm.

OUR FIRM

Addleshaw Goddard is a place where you are valued, encouraged, and challenged to fulfil your potential in a supportive and collegiate environment. Our culture of improvement, growth and collaboration delivers results, drives innovation, and rewards ambition. 
We not only provide technical excellence and experience but, crucially, demonstrate real insight into our clients and what really matters to them and as such we are natural choice for FTSE100 clients and their equivalents in other markets.
Our success has been built by people from the widest range of backgrounds, locations, and perspectives. We have a number of employee networks that provide space to discuss the differences that make us who we are and celebrate this at AG.

OUR APPROACH: IMAGINE THE BEST YOU CAN BE


Everything we've accomplished can be traced back to our people and the way we work. Our reputation is something we are proud of, and constantly invest in. 

Here, you'll do high calibre work, with high-character colleagues who care for one another and our clients. 
Are you up for the challenge?

We welcome applications from candidates from all locations and do not make recruitment decisions based on applicants' current location or right to work status.

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