IT Helpdesk Engineer
The Helpdesk Engineer is a critical member of the Helpdesk team whose role is to manage and support the Firm’s users for all technology related incidents and requests.
Duties & Responsibilities
Strategy & Planning
- Execution of long-term strategic goals for desktops, systems and software in conjunction with project teams, second line support and end-users.
Acquisition & Deployment
- Coordinate with users, project teams, second line support and suppliers to implement desktop and server systems that utilize industry best practices to meet the firm’s objectives.
Operational Management
- Provide user support in respect of the Firm’s desktops/ laptops, enterprise applications and related systems
- Manage communications and connection solutions, including workstation connectivity, local area networks, company Web site, intranet, and Internet applications.
- Ensure the integrity and security of enterprise data on host computers, and during data transfer in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.
- Manage end user accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance.
- Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on desktops, laptops and IP telephony. Escalate incidents as necessary.
- Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases.
- Create training material and provide ad hoc training on Enterprise Applications
- Create training material (cheat sheets) and provide ad hoc training on Enterprise Systems and Applications
- Maintain current and accurate inventory of technology hardware, software and resources
- Manage firms assets
Personal Attributes
- Strong customer service orientation
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Strong interpersonal and oral communication skills
- Ability to conduct research into hardware and software issues and products as required
- Ability to present ideas and solutions in user-friendly language
- Highly self-motivated and directed
- Keen attention to detail
- Skilled at working within a team-oriented, collaborative environment
Qualifications
Formal Education & Certification
- ITIL Certification
- N+
- A+
- MCSE
Knowledge & Experience
- High level of skill in MS Office suite
- High level of skills in operating systems
- Has a functional understanding of key general IT, security technologies and applications
- Has a fundamental understanding of IT project framework
- Functional understanding of networks and WIFI
- 5 years + experience in supporting high performing organization in a service desk environment
- Hands-on software and hardware troubleshooting experience
- Experience documenting and maintaining configuration and process information
Work Conditions
- Occasional evening and weekend work to meet deadlines.
- Shift work
- Some travel may be required
Diversity, Equity & Inclusion
Essential to our success as a regional law firm is our ability to attract and retain the best talent from a diverse range of backgrounds. We are committed to a work environment where everyone can reach their potential and we have an inclusive culture which respects individual differences.
We undertake and support a number of internal and external initiatives aimed at increasing diversity within the profession and we encourage all our partners and staff to get involved.
- Al Tamimi & Company is committed to providing equal opportunities for all. We welcome applications from candidates with disabilities and support those in the workplace who have a disability.
