Fletchers Solicitors
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Application Support Analyst (SYS018)

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Application Support Analyst (SYS018)

Added 2 months ago

As a senior member of the support team, you will provide a level of expertise with core application support acting as a point of escalation within the support team for specialist application queries.

Principal Duties and Responsibilities

Reporting to the Head of Customer service, the main duties will include:

  • Mentor junior members of the support team to improve their technical support knowledge
  • To provide technical support; answering support queries either onsite or via phone or email
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles (ITIL)
  • Liaison with 3rd parties to ensure the effective resolution of support calls
  • Taking ownership of user problems and being proactive dealing with user issues
  • Act as an escalation point for business critical application related queries such as phone system, case management, etc
  • Logging all calls on the service desk system and maintain full documentation/solutions
  • Respond to enquiries from clients and help them resolve any hardware or software problems
  • Support users in the use of Computer equipment by providing necessary training and advice
  • Keeping technical documentation up-to-date within the firms knowledgebase
  • Be available to work one weekend out of very five.

 

The successful candidate will have a positive outlook, be knowledgeable, enthusiastic, determined and capable of providing a first-class support service to the Firms user base.

A positive ‘can do’ attitude and willingness to learn is essential for this role. On the job support and training will be provided for the successful candidate.

Key Competence Requirements

  • Experience working within a busy support desk environment
  • Experience administering Microsoft technologies such as Exchange, Active Directory, Server 2016 & 2019
  • Experience working with Microsoft Azure, Exchange Online, WVD and Intune technologies
  • Experience working within Virtualised & Hybrid Cloud environments
  • Experience administering and supporting Citrix VDI
  • Working knowledge of security products such as Barracuda, Mimecast, Sophos, Tessian & Microsoft Authenticator
  • Excellent working knowledge of Cloud backup and recovery (Veeam)
  • Understanding of computer networking and basic troubleshooting
  • Strong knowledge of Microsoft Office applications (Word, Outlook and Excel)
  • Ability to think, provide solutions and communicate well under pressure
  • Willingness to take on additional responsibility and learn
  • Excellent organisational and administration skills
  • Excellent telephone manner and face-to-face communication skills

 

Desirable Requirements

  • Relevant qualifications such as ITIL, Azure Fundamentals, CompTia
  • Experiencing administering Mitel phone systems
  • Experience supporting environments that include Microsoft Dynamics and PowerApps
  • Legal applications experience – including Proclaim & Bighand
  • We reserve the right to close this role before the date shown depending on volume and calibre of candidates.

 

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