Job Purpose

• The Senior IT Technician is responsible for providing advanced (2nd and 3rd line) technical support and maintenance across the organization’s IT infrastructure. This includes ensuring optimal performance of desktops, laptops, cloud services, and enterprise applications. The role involves troubleshooting complex technical issues, managing Microsoft 365 and Azure AD environments, supporting user onboarding and access management, maintaining accurate technical documentation, and collaborating with system administrators to deliver secure, efficient, and reliable IT operations across the firm.

Requirements
Role Requirements

Key Skills, Knowledge and Competencies:

• Strong knowledge of Microsoft 365 administration (Outlook, Teams, OneDrive, SharePoint).
• In-depth understanding of Azure Active Directory (user provisioning, SSO, group policies).
• Experience with NetDocuments or similar document management systems.
• Proficiency in desktop deployment tools such as MDT, Intune, or SCCM.
• Working knowledge of MySQL databases (queries, backups, and maintenance).
• Familiarity with cloud server environments (Azure, AWS, or equivalent).
• Advanced hardware, software, and network troubleshooting skills.
• Strong understanding of IT asset management and documentation practices.
• Knowledge of cybersecurity principles and best practices in data protection.
• Excellent communication and interpersonal skills, with the ability to liaise effectively across departments.
• Proven problem-solving and analytical abilities.
• High level of attention to detail and accuracy in technical execution.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Demonstrated commitment to customer service excellence and continuous improvement.
• Team-oriented with a proactive approach to collaboration and knowledge sharing.

Key Responsibilities:

• Provide 2nd and 3rd line technical support for desktops, laptops, and peripheral devices.
• Deploy, configure, and maintain desktops and laptops using standard imaging and deployment tools.
• Manage and troubleshoot issues related to:
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Azure Active Directory (user accounts, group policies, SSO)
• NetDocuments (document management and access controls)
• Printers (network and cloud-based printing solutions)
• MySQL (basic database queries, backups, and maintenance)
• Assist in cloud server maintenance, monitoring, and backup management.
• Support onboarding and offboarding processes, including account setup, access permissions, and hardware allocation.
• Manage and assign support tickets via ManageEngine to appropriate resolver groups, ensuring timely resolution.
• Provide technical support for video conferencing (VC) and related communication systems.
• Maintain accurate IT asset records and ensure proper documentation of technical procedures.
• Collaborate with system administrators, vendors, and application owners on escalated technical issues.
• Monitor system performance and proactively identify opportunities for improvement and optimization.
• Ensure compliance with security policies and confidentiality protocols in all IT operations.
• Contribute to process improvement initiatives and IT projects that enhance service delivery and user experience.
• Stay updated with emerging technologies and best practices to support innovation and efficiency.

Education:

• Diploma or Degree in Information Technology or related field
• Relevant Certifications such as:
• Microsoft Certified: Azure Solutions Architect
• Microsoft 365 Modern Desktop Administrator Associate (essential)

Experience:

• 5–7 years in IT support or technical services
• Experience in professional services or law firm environments. 
• Strong understanding of client service standards, confidentiality protocols, and administrative processes. 

Job Specific Competencies

• Adopting Practical Approaches
• Articulating Information 
• Embracing Change 
• Establishing Rapport 
• Exploring Possibilities 
• Interpreting Data 
• Providing Insights  
• Taking Action 
• Proactively managing outputs 
• Ethics and Integrity