back to summary

Senior Technician

Job Outline

» Active participation in the smooth day to day running of the company's technical services by contributing to the management of projects and support activities, jointly with both the Helpdesk and Projects Managers.

» Hands-on senior technical position with strong client management bias; can be compared to the role of IT Manager with the diversity of looking after a number of clients.

» Ensuring high standards are maintained at all times while portraying a warm, helpful and professional image for the Company either in person, with other members of staff, whilst on client's site or during telephone calls.

» Reporting to Technical Director.

Duties and Responsibilities

Progress technical queries and faults as assigned by the HelpDesk professionally and efficiently, in the capacity of 3rd line technical support.

Update and maintain the 'in-house' HelpDesk system by clearly stating the details of actions taken or to be taken on assigned queries and faults. Generally contribute to a smooth running of the Support Services at all times.

Oversee technical issues and generally assist in the organisation of the Support Services.

Provide support and assistance to clients and colleagues whenever required.

Organise client site visits to resolve technical issues if necessary.

Assume pro-active Managed Service Visits and implement a defined strategy at the sites.

Progress project tasks to satisfaction and schedule, including consultancy, installations, upgrades, optimisation, etc.

Manage other technicians when they are undertaking work for the clients you are responsible for.

Follow the company's technical guidelines, standards and procedures.

Other duties will be those of which will be reasonably requested by other members of staff who will need your assistance from time to time.

Ensure client satisfaction with level of service provided.

Report all complaints to your Manager and deal with them.

Skills Required

This is a wide and varied role for someone with reasonable IT experience as detailed below:

Network Skills:
TCP/IP
Routers and Switches
Firewalls
IP Telephony

Server O/S & Software:
MS Windows Server OS
MS SBS
MS Exchange
MS Terminal Server
Novell Netware
Citrix
Groupwise
Antivirus Enterprise

Backup Systems:
Arcserve
Veritas backup Exec

Desktop O/S & Software:
MS Windows
MS Office
MS Outlook
Groupwise

Experience within a Law Firm or another IT Managed Service or Outsourcing company would be an advantage.

Personal Attributes

Have a good IT background
Be energetic, self motivated enthusiastic team player
Be able to work hard and to deadlines
Be innovative, pro-active and forward looking
Have common sense and initiative
Needs to be a good communicator

To apply for this position, send your details and CV to careers@softdesign-services.com.