Level 1 Technical Support Agent
Application Deadline: 24 April 2025
Department: Information Technology
Employment Type: Permanent - Full Time
Location: 10 Earlsfort Terrace, Dublin 2, D02 T380
Reporting To: Team Lead - Help Desk • IT Department
Description
Known for a culture of innovation over our 100-year history, Arthur Cox are determined to play a leading role in the adoption of technology to drive value within our own firm, our client’s business, and the wider legal industry. About Us - Arthur Cox LLP
Join our IT Helpdesk team where your skills make a real difference. Your contributions will help to directly shape our Firm with meaningful work that drives results.
Who we are currently seeking:
We are seeking a confident, professional, motivated, resourceful and "eager to develop" IT Support Agent to join our Corporate IT Service Desk Team. Our IT Helpdesk Support Agents are the first point of contact for our employees; hence trust, reliability and professional delivery are key to this role.
The successful candidate will provide Tier 1 support who provide 24/7 technical assistance to our 800-person law firm.
Reporting to: IT Helpdesk Team Leader
Key Responsibilities
* Working as part of a close-knit technical support team providing 24/7 end user support in a professional services environment.
* Troubleshooting a wide range of technical issues of varying complexity.
* Assisting with the configuration, maintenance & troubleshooting of Windows 10 & 11, Mac OSx & Apple iOS devices, Office 365, Service Desk Ticketing systems, Inventory Management Software, MDM Platforms, Active Directory, Microsoft Products - Office, Exchange, Teams, Endpoint Protection software.
* Provide best in class end user technical support, both in person and remotely.
* Interact with Tech Support colleagues, Infrastructure Support and Applications teams to escalate and investigate more complex problems.
* Documenting and recording resolutions to closed requests to build the internal knowledge base.
* Assist Service Desk colleagues with new user setups and onboarding.
* Maintain hardware inventory.
* Adhere to established policies and procedures.
* Ensure all queries are solved quickly and with the utmost courteous professionalism.
Skills, Knowledge and Expertise
* 2-3 years’ experience in an IT End User Support role in a high-paced Corporate IT Service Desk Team.
* Willingness to go the extra mile in solving technical support issues.
* Excellent written and verbal communication skills.
* Customer Interaction: Ability to engage with customers directly when necessary to resolve escalated issues. Ensure a high level of customer satisfaction through effective expectation setting, communication and problem-solving.
* Ownership: Proactive disposition with a willingness for hands-on teamwork, demonstrating attention to detail and the ability to take ownership of work.
* Communication: Ability to build rapport and elicit problem details from end users and explain technical concepts to non-technical users.
* Problem-Solving: Strong analytical and problem-solving abilities. Ability to think critically and develop effective solutions in a time-pressured environment.
* Team Player: Collaborative mindset with the ability to work well in a team environment. Willingness to share knowledge and support colleagues.
* Customer Focused: Commitment to providing exceptional customer service and ensuring customer satisfaction.
* Desire to excel in a collaborative and supportive work environment.
Benefits
We reward, encourage and support our talented people to reach their full potential offering excellent progression opportunities along with a market leading remuneration package and benefits including:
* Discretionary annual bonus scheme
* Attractive annual leave
* Immediate pension scheme
* TaxSaver and Bike to Work scheme
* Professional membership fees
* Full gym and wellness programme
* Healthcare
* Fantastic development opportunities
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