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. We are actively moving to a modern Microsoft based environment for our Digital Workplace and critical content management applications. Career journey in IT Support. https://youtu.be/G2vP3dDoAv0

We are seeking an experienced L2 Technical Support Agent to join our professional services organisation.

The ideal candidate will act as a Subject Matter Expert (SME) and Tier 2 Support Agent, providing advanced technical assistance and guidance to other technical support agents and our end users. This role requires a deep understanding of our technical environment and applications, excellent problem-solving skills, and the ability to mentor and support team members.

Key Responsibilities

Tier 2 Support: Provide advanced technical support to resolve complex issues escalated from Tier 1 support agents. Understand, troubleshoot and diagnose problems, ensuring timely and effective resolution including engaging with the Infrastructure and Security teams on escalated issues.
Prioritisation: Prioritise incidents and service requests according to defined processes such as VIP users and tickets marked urgent, to meet defined SLAs.
Subject Matter Expert (SME): Serve as a knowledge resource for specific applications, technologies. Stay updated on the latest developments and best practices in the field.
Mentorship and Training: Assist in training and mentoring Tier 1 support agents. Share expertise and provide guidance to improve their technical skills and knowledge.
Documentation: Create and maintain detailed documentation of common issues, troubleshooting steps, and solutions. Contribute to the knowledge base to enhance team efficiency.
Customer Interaction: 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.
Collaboration: Work closely with other teams, such as the Infrastructure and Security team, and the product management team, to address recurring issues and improve product quality.
Performance Monitoring: Monitor and analyse support metrics to identify trends and areas for improvement. Provide feedback to management on support processes and team performance.

Benefits

We reward, encourage and support our talented people to reach their full potential offering excellent progression opportunities along with the following:

Market leading salary
Discretionary annual bonus scheme
25 days annual leave allowance
Pension scheme
TaxSaver and Bike to Work scheme
Healthcare
Full gym and wellness programme