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- Provide high level technical support for IT-related issues, including hardware, software and networking.
- Troubleshoot and resolve escalated IT support tickets in a timely manner, ensuring minimal disruption to business operations.
- Support and maintain Windows-based environments, including Active Directory, Office 365 and our bespoke case management system.
- Install, configure, and maintain desktops, laptops, printers and other IT peripherals.
- Assist with user account management, including onboarding, offboarding and access control.
- Ensure security best practices are followed, including endpoint protection, patch management, and compliance.
- Work with external vendors and service providers as needed to resolve IT-related issues.
- Document technical procedures, solutions and troubleshooting steps for knowledge sharing.
- Assist in IT projects such as system upgrades, software deployments and infrastructure improvements.
- Provide remote and onsite IT support across multiple office locations when required.
- Assist with the growth of the business by contributing to office expansion projects, including designing desk plans, installing network equipment and ensuring seamless IT integration during transitions.
- Proven experience in a IT support tole, preferably within a legal or professional services environment.
- Strong knowledge of Windows operating systems, Office 365, Active Directory and network troubleshooting.
- Strong knowledge of Windows server operating systems, including Windows server 2016, 2019 and 2022.
- Experience with legal case management software (e.g., SOS Connect, BigHand, or similar) is highly desirable.
- Familiarity with IT security principles, GDPR compliance, and data protection best practices.
- Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
- Excellent communication and interpersonal skills, with the ability to support end-users at all levels of technical ability.
- Experience with remote desktop solutions and mobile device management is highly desirable.
