We are looking for an experienced IT Support Engineer to join our Bristol team on a full time 4 month fixed term contract.

The main purpose of the role is to manage the resolution of computer software and hardware issues, and assist in the maintenance of systems and processes by providing telephone, desk-side and remote support to users of all IT systems and services at Osborne Clarke.

Osborne Clarke is an international legal practice with over 270 Partners and more than 850 lawyers in 24 locations. Our sector-based approach enables us to help clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. And our unique approachable culture is not just an added extra, it’s fundamental to our success.

Our focussed strategy and open culture has been recognised by Roll on Friday following the award of being jointly named their 2018 'Law Firm of the Year'.

Key responsibilities

• Provide desk-side, telephone, email and remote access support to users of IT systems across multiple sites and within SLAs
• Install or assist in the installation of business applications
• Be involved in the building, installation, delivery and maintenance of all client facing IT equipment including but not limited to PCs, laptops, smartphones and tablets as required by the business
• Ensure that IT solutions are relevant to the business need and developed to meet end user requirements
• Help with the dissemination of skills and knowledge throughout the IT Department and actively collaborate with other members of the IT team to distribute workload effectively
• Create and maintain documentation for implemented resolutions
• Identify where systems can be better used to help maximise the return on investment made in technology
• Keep up with advances in technology, new software and hardware in order to serve as an advisor to our users
• Monitor equipment stock levels, alerting management when stock levels are low
• Ensure all asset details are maintained in the asset database
• Monitor Incidents to identify frequently arising issues and assist in the delivery of user coaching to resolve these

You will

• Have a strong customer service ethic and demonstrable customer service skills, committed to delivering an exceptional standard of service
• Be a team player committed to assisting colleagues wherever necessary to maximise the effectiveness of the entire IT department
• Be flexible and able to travel between client sites
• Confident working autonomously and to schedule own resource appropriately
• Have a strong problem solving technique using a sound logical approach, and ability to research using all means available
• Focussed on and able to work to or exceed agreed Service Levels
• Willing and able to be flexible in working practices
• Creative thinker skilled at solving problems for users
• Willingness to improve experience through both self-study and to potentially gain relevant qualifications

Key skills

• Experience using workflows and helpdesk business service tools focussed on Incident, Problem, Change and Knowledge Management is essential
• Technical support experience gained in a Microsoft environment with a high level of problem solving, including Windows XP Professional, Windows 10, Active Directory, Office 365, Microsoft Office suite and Microsoft Exchange 2010
• General technical support experience required in the following areas;
  • Lucent/Avaya IP Telephony Systems
  • Document Management Systems such as Worksite
  • Digital Dictation such as BigHand
  • Integrated products such as Voicemail and Desktop Faxing
  • Interaction CRM and Elite PMS
  • Blackberry support including troubleshooting and administration
  • iPad and iPhone support including troubleshooting and administration
• Dell PC hardware knowledge and experience
• Lenovo laptop hardware knowledge and experience
• Print, Copy, Scan and print management solutions – ideally Ricoh MFDs and Lexmark Printers
• Experience of supporting legal applications and working in a professional services environment is desirable
• ITIL Certified preferred but not essential
• Microsoft Windows Accredited Desktop Engineer is desired but not essential

At Osborne Clarke, we are known for our open and inclusive culture. We believe that by investing in the diversity and wellbeing of our people, we create an environment where everyone can thrive to be the best that they can be. This means recognising that our people have lives and commitments outside of work. We have invested in connected working for our people and, where possible, we will accommodate flexible working for all our roles.