Technical Support Engineer
Penningtons Manches Cooper
6d ago

Company background

Penningtons Manches Cooper is a leading UK and international law firm which provides high quality legal advice tailored to both businesses and individuals.

We address the specific objectives of each client through our flair and technical expertise and offer a personal service founded on a strong team ethic.

Today, we have UK offices in the City of London, Basingstoke, Birmingham, Cambridge, Guildford, Oxford and Reading while our growing overseas network stretches from Asia to America through our presence in Singapore, Piraeus, Paris, Madrid, Sao Paulo and San Francisco.

With 141 partners and over 850 people in total, our main areas of practice are dispute resolution, corporate and commercial, real estate, private client and family.

We have established a strong reputation in a variety of sectors, particularly private wealth, shipping, technology and property.

Our lawyers are also recognised for their expertise in life sciences, education, retail, sports and entertainment and international trade.

In these areas, we're acknowledged for our unparalleled market insight.

By joining forces with the partners and staff of Thomas Cooper in July 2019, we have added significant depth to our core practice.

The move builds on the expansion of our litigation and arbitration offering and has introduced us to the maritime community in which Thomas Cooper has long been a key player.

Our continuing commitment to excellence is backed by a track record which dates back nearly 300 years. We pay great attention to matching your requirements with the right skills, delivered cost effectively and within the appropriate timescale.

Among our clients we count multi-national corporations, public companies, professional partnerships, banks and financial institutions as well as private individuals, owner managed businesses and start-

ups. We are conscious that our culture and close working relationships are vital assets and we are determined to maintain these as we increase in size.

Our broad international focus is supported by well-established links with law firms throughout the world. Penningtons Manches Cooper is a member of Multilaw and the European Law Group, networks with representatives in over 100 countries, and many of our lawyers play leading roles in various international bodies.

Summary of role

As a member of the Technical Support team, the Technical Engineer will primarily provide 3rd and 2rd line support to all of our customers, as well as overflow and out of hours 1st line support.

Shift patterns will cover 7am to 10pm Monday to Friday and Saturdays 10am to 4pm. The successful candidate will have a pro-

active attitude and an aptitude for working with applications / systems and infrastructure to undertake the correct analysis, prioritisation and diagnosis of issues, leading to swift resolution.

They will deliver a high level of customer satisfaction.

Key responsibilities :

Manage and maintain the existing server and network infrastructure to agreed standards

Provide technical expertise to the IT support team and internal users of IT Services

Monitor, report and act upon security, network and server alerts

Implement change related activity, such as software upgrades, software packaging, server updates and infrastructure maintenance

Maintain relationships with vendors and suppliers and ensure all relationships are conducted in a professional manner

Receive, log, and correctly assign / categorise calls when operating on the helpdesk

Correctly identify record, escalate and resolve problem records.

Ensure that all calls are recorded in the ITSM tool and that the customers details are checked and amended where needed

Troubleshoot business applications, shared applications, servers, network, mobile, telecoms and printers

Ensure that an accurate record of all company IT assets within the ITSM is kept and that all issues / fixes are recorded against the correct item

To maintain a high degree of customer service for all support queries, adhering to all service management principles

Publish solutions to problems within the ITSM so as to pro-actively share information, avoiding silo mentality

Liaise with 3rd party vendors, ensuring that they adhere to specified SLA’s and escalating where these are about to fail

Project support and deployment as required

Any other reasonable task as required by the IT Department

Some travel maybe required

Essential and desirable criteria

Qualifications :

MCSA Server 2008 / 2012 / 2016 / 2019

ITIL V3 Foundation qualification (or willing to attend the course and sit exam

Either CompTia A+, Network+ or Security+

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