Technology Support Service Engineer

Linklaters is a global law firm, providing legal services in 20 countries and through 30 offices.

Linklaters is a people business. Being best in class in the eyes of our clients means that our people must be exceptional.

We look not only for brilliant minds, but for people who will thrive in our environment: people who love working collaboratively and demonstrate the innovative, efficient, agile, entrepreneurial, and responsible mind-set we aim to bring to every interaction.

Ours is an environment of outperformance. We achieve this not with targets and incentives, but by fostering a positive, supportive, fair, and open atmosphere.

We respect and value difference but insist on inclusivity. We celebrate all aspects of diversity and challenge any form of bias. This is vital to our ability to work as one team, with a common goal.

• Assists and provides technical assistance for end users with troubleshooting and resolving hardware, software, desktop and application-related problems.
• Diagnoses and troubleshoots technical issues, including account setup and network configuration.
• Assists with incoming ticket requests for assistance, updating tickets with accurate and timely status.
• Reviews incident tickets for content, proper routing, first call resolution, problem detection, and timely closure.
• Collaborates with system owners to ensure proper support is provided to end users for those systems.
• Logs and tracks all incoming service requests and incidents in the ticketing system, ensuring accurate documentation and timely updates.
• Provides data and reporting of key performance indicators to monitor operational performance, service level agreement compliance, and continuous improvement.
• Assists with the setup and configuration of new hardware and software for end users, ensuring systems are ready for use.
• Provides first-level technical support to end users, assisting with basic troubleshooting and resolving common hardware and software issues.
• Collaborates with more senior team members and other Technology & Data teams to escalate and resolve complex issues.
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• Experience in IT support within a global professional services or corporate environment, preferably in the legal sector.
• Demonstrated ability to provide on-site technical assistance.
• Track record of collaborating with IT teams to resolve complex issues, while maintaining detailed records of service requests and resolutions.

This list of duties and responsibilities above is not exhaustive.  It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.