Applications Support Specialist

Risorse Professional, a company specialized in the search and selection of Middle and Senior Management profiles, is looking for the following position on behalf of a leading international law firm:


Application Support Specialist




Responsabilities

The specific responsibilities of the job holder will include :



• Take ownership of problems and incidents and see them through to resolution working with various global teams, keeping users informed about their incident status;


• Assisting with installation, configuration and administration of laptop and desktop hardware such as re-imaging and laptop replacements;


• Provide support for i Phones using our MDM solution In Tune;


• Active monitoring and reporting of issues to the teams or personnel responsible following the ITIL incident and problem management model used by the firm. Log incidents, change requests, problems and service requests in the service now incident management system;


• Find the root cause of indicents using analytical tools such as Next Think;


• Provide expert advice on the Net Documents document management system, Microsoft Office products especially Outlook, Word and Teams and other core technologies;


• Assisting as required with the scheduling, setup and troubleshooting of videoconference calls;


• Work closely with the NOC team to identify issues and work on servers and network hardware where required;


• Administer the office phone system ( Teams);


• Escalate security issues to the information security team where appropriate and whitelisting new software;


• · Floor support for MF Ds (printers, copiers and scanners) and associated tasks such as coordinating reprographics work with external suppliers and document services.



Technical Qualifications

Essential



• Expert proficiency in Microsoft Office;


• Desktop support experience with excellent communication skills;


• Knowledge of Net Documents, i Manage or similar document management system;


• Experience with supporting i Phones including use of MDM solutions such as In Tune.





Desirable



• Law firm experience;


• Knowledge of MS Office suite of products;


• Experience of video conference systems such as Cisco, Neat or Poly;


• Any relevant certifications such as MCSE, MCP, MOS;


• Degree level education;


• Experience with Dell hardware;


• Knowledge of Service Now or other call logging system;


• Experience supporting Printers and MF Ds.



Additional Qualifications



• Communicate with users clearly without using confusing jargon;


• Communicate information to IT teams, management and other Firm personnel;


• Read, analyse, interpret and write technical documentation;


• Coordinate multiple, simultaneous tasks;


• Adapt to flexible work hours, travel occasionally and to participate in an on call rota system where required.





Type of contract: Permanent employment contract;


Salary range: €35,000–40,000 gross per year;


Work location: Milan, with the possibility of monthly travel to the Rome office.