Practice Area/Department Technology / IT / Information Security PQE Level N/A Description

Department: Technology Department

Reports to: Service Desk Team Lead

Core Hours: Office based shift work (08:00-16:00/08:30-16:30/09:00-17:00/10:00-18:00/10:30-18:30)

Out of Hours: Rota on call (once every 6 weeks) once probation has been passed

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Travers Smith

An award-winning city law firm. We build lasting relationships with public and private sector clients. It is Travers Smith’s purpose to provide the very highest quality of service to our clients whilst enabling our people to achieve professional fulfilment in a supportive, inclusive and enjoyable working environment.

The Technology department purpose

To provide the very highest quality of service together with relevant, innovative technology which enables our internal clients to provide the service our external clients require from a law firm at the forefront of technical innovation.

The Technology team is well underway to achieving its goal of being – Recognised as the brightest and best law firm technology team in the market.

The Technology department strategic value and objectives

The Technology team exists to support the firm in operating its business and achieving its strategic goals. Technology must therefore reflect the way the firm wishes to be seen by its clients and other third parties, and in how it treats all its people.

The Role

Working in a high performing team to deliver a top-class service to lawyers and staff in Travers Smith. Take pride in going the extra mile to ensure the quality of support is always high. We are looking for an experienced member of staff to join the team with a clear depth of technical knowledge and excellent customer service skills. The ability to join the dots and demonstrate both a logical approach to troubleshooting whilst ensuring the customers are kept updated throughout the lifecycle of the ticket. The ideal candidate will have a blend of strong technical skills across a range of products as well as the ability to speak to customers with ease and layman’s terms.

Key Responsibilities

The successful candidates’ key responsibilities include but are not limited to:

  • Attention to detail when answering calls and logging tickets, ensuring the critical information is captured
  • Working closely with the Escalation teams to facilitate excellent communication and collaboration on tickets requiring further input or investigation
  • Monitoring the incoming email queue and responding to tickets within a specific window to ensure that our customers receive a quick reply to their queries
  • Actively contribute information to the internal Technology Knowledgebase store so that any expertise or advice is captured and easily searchable by other colleagues
  • Key Relationships

    This role sits within the Technology team and therefore requires the candidate to be able to work well within the team. The team consists of approx. 50 people working within teams such as Tech Support, IT Training, Information Security, End User Technology, Infrastructure, Enterprise Data and Systems and Legal Technology. The successful candidate will also need to be able to demonstrate the ability to form good relationships with all users of the firm, across Business Services and Legal teams.

    Personal Specification – Knowledge, Skills & Experience

    Essential Skills & Experience

    The successful candidate should have the following experience and knowledge:

  • High level of MS Office application knowledge and experience in MS Office problem solving
  • Ability to work under pressure when dealing with high call volumes
  • Windows OS / Virtual Desktop Environments (Citrix, VMWare, WVD)
  • 6+ Years Exp in Professional Services Sector (Preferably Legal Sector)
  • Experience working with Document Management Systems
  • Exposure to O365
  • Knowledge of Active Directory / Exchange on prem & Online (Administrative tasks i.e., Individual & shared mailbox permissions, distributions groups, security groups etc.)
  • Understanding of ticketing systems and call logging
  • Excellent Customer Service Skills / Telephone manner
  • Clear and concise communicator both verbally (through conversation and presentation) and written in email – able to translate complex technical issues in a simple concise way
  • Experience in working in ITIL environments
  • Experience in time recording software (Intapp Time, Aderant Expert Time, Carpe Diem, 3E)
  • Online conference calling solutions (Zoom, Skype for Business / Teams, WebEx)
  • Mobile Device Management (UEM, BES, Mobile Iron, InTune)
  • Knowledge of LAN, WAN / WAP, VPN functionality and troubleshooting
  • Experience using dictation software preferred but not essential
  • Experience with email filtering solutions phishing and spam
  • Desirable

  • ITIL v4 Foundation
  • Mimecast
  • Mac OS
  • Knowledge of Azure
  • Personal Attributes

  • Flexible team player
  • Enthusiastic with a can-do approach
  • Excellent communication and interpersonal skills
  • Patient and friendly approach to dealing with users
  • Appetite to develop knowledge and skills as well as share information with colleagues
  • Flexibility to assist the department when required
  • Ability to build strong relationships
  • Proactive approach to knowledge sharing, troubleshooting, communication, and escalation of tasks
  • Highly motivated and solution focussed
  • Good listener – uses empathy and active listening to understand the needs and issues of people
  • People focussed – understands the importance of a mix of skills and the need to bring a team together to operate at a high level
  • Takes ownership in calls handled and pride in the quality of the Technology department
  • Leads by example – sets clear expectations and demonstrates them daily
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