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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support, including troubleshooting and configuring endpoint technologies, while providing exceptional customer service in a professional services environment. Proficient in Microsoft 365 technologies and capable of delivering user training and support.
Highest-signal resume keywords
IT Support ExperienceMicrosoft 365 AdministrationTechnical TroubleshootingCustomer Service SkillsRoot Cause Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportEndpoint ConfigurationRoot Cause AnalysisTroubleshootingService Desk ManagementMicrosoft Teams SupportWindows 11 KnowledgeMS Office Co PilotGenerative AI FamiliarityUser Training
Soft Skills
Excellent CommunicationProblem-SolvingProactive AttitudeAdaptabilityTeam Collaboration
Tools & Technologies
Microsoft 365Microsoft TeamsSharePoint OnlineExchange OnlineEntra IDVideo Conferencing TechnologiesAudio-Visual Technologies
Industry Keywords
Professional ServicesLaw Firm ExperienceGlobal Support Environment
About the role
Key responsibilities & impact- Resolve Level 1 and Level 2 incidents, service requests and technical issues in line with agreed service standards and SLAs.
- Provide professional face-to-face support through the Tech Bar and other support channels.
- Manage and triage Service Desk overflow calls, escalating issues where appropriate and ensuring positive user outcomes.
- Diagnose recurring issues and conduct root cause analysis to improve service reliability.
- Configure, deploy, maintain and troubleshoot laptops, desktops, mobile devices, printers and other endpoint technologies.
- Support and administer Microsoft 365 technologies, including Teams, SharePoint Online, Exchange Online and Entra ID.
- Provide support for business-critical applications and end users.
- Assist with onboarding and offboarding activities, ensuring colleagues have the required equipment, access and accounts.
- Deliver user guidance and training on technologies such as Microsoft Copilot and other workplace tools.
- Support Microsoft Teams Rooms, video conferencing and audio-visual technologies.
- Contribute to IT projects, including hardware refreshes, software deployments and system rollouts.
- Create and maintain technical documentation, knowledge articles and user guides.
- Collaborate with technology colleagues to share knowledge and improve IT services.
Requirements
What you’ll need- A strong background and proven experience in a similar IT support role, preferably in a law firm or professional services environment.
- Excellent communication skills, both written and verbal, with a customer service focused attitude.
- Strong foundational technical skills, with the ability to learn and adapt to new technologies quickly.
- Experience in providing technical support to users in a global and diverse environment.
- Knowledge of Windows 11, MS Office Co Pilot, MS Teams, and Generative AI, or the willingness to learn.
- Ability to work independently and as part of a team, with a proactive and problem-solving approach.
- Flexible and adaptable, with the ability to work across different offices and locations, and travel as required.
Benefits
Comp & perks- Extended Health benefit
- Dental coverage
- LTD
- DI
- Casual dress code
- Wellbeing allowance
- Early finish ahead of statutory holidays
- more