Job Detail

Description

Role purpose

• The Onsite Support Analyst administrates all procedures related to the identification, prioritisation, and resolution of end user requests, including the monitoring, tracking, and coordination of desk-side support functions. The Onsite IT Support Analyst will also contribute to problem resolution by giving in-person, hands-on support to end users at the desk-side support level.


• The role forms part of the Tier 1 IT Support team (with Tier 0 being self-service, Tier 1 the Service Desk and Tier 2 and 3 the technical teams).

Main responsibilities

Key responsibilities of this position include:

• Coordinate and/or perform hands-on fixes at the desk-side support level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.


• Monitor and test fixes to ensure problems have been adequately resolved.


• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.


• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.


• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.


• Where required, administer and resolve issues with associated end-user workstation networking software products.


• Receive and respond to incoming calls, pages, and/or e-mails regarding desk-side support problems.


• Moving and set up of desktop computers and peripherals.


• Answer to and perform moves, adds, and changes requests as they are submitted by line managers.


• Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.


• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.


• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.


• The role will also be required to deliver IT induction courses for new joiners. This is as a backup role to the IT Trainer and will only be required to cover the courses during their absence or during major system deployments.


• Out of hours scheduled system testing or upgrading.


• Any other tasks and projects as required.

Travel requirements: This role requires little travel activity within Switzerland.

About the team

Function Onsite: IT Support Analyst

You will report to: Onsite IT Support Supervisor | Zurich (Head Onsite IT Support Switzerland)

Your direct reports, if any: N/A

Key relationships: Partners and lawyers in Geneva and Zurich; PBS staff members in Geneva and Zurich; Technology colleagues in Specialist and E2E functions

About the candidate

Technical skills, qualifications and experience

• Completed professional education as computer scientist in the direction of systems engineering or a comparable education


• At least 5 years of professional experience of providing 1st and 2nd line IT support, preferably in a legal environment


• Very good knowledge of Windows 10 / Office 2016


• Excellent technical knowledge of desktop hardware and hands-on hardware troubleshooting experience


• Extensive equipment support experience


• Well experienced with iOS mobile device management and support


• Document Management System (iManage preferred) know-how


• Working technical knowledge of current protocols, operating systems, and standards


• Service management tool experience


• Remote support experience


• Very strong customer focus and problem solving skills


• Excellent communication skills (French and English, both orally and in writing, German (optional))


• Strong organizational skills and ability to prioritize correctly


• Ability to present to large groups of people


• Ability to operate tools, components, and peripheral accessories

Personal qualities

These personal qualities represent the shared characteristics of high performers across Baker McKenzie, regardless of job level and location.

Know-how

• Keeps across key developments in all relevant areas and demonstrates the ability to develop substantive authority in relation to the Firm's specialist fields.


• Demonstrates the ability to identify the real issue, and to anticipate requirements and potential consequences; distils a range of possibilities by thinking in a considered, prudent manner.


• Able to move through a variety of tasks requiring different approaches, knowledge, and expertise, with agility of mind and capacity for analysis and synthesis.

Dedication

• Driven by a strong personal sense of integrity and upholds exemplary quality standards.


• Prepares thoroughly, takes responsibility, uses initiative and is self-reliant to ensure work progresses to the fullest extent possible.


• Hardworking and diligent with a keen understanding of client demands.


• Demonstrates composure when dealing with difficult situations.

Personal Impact

• Creates a positive impression at all times; develops relationships through collaboration and reciprocity.


• Negotiates to achieve outcomes that are mutually satisfactory; shows good judgement on when to stand strong and when to compromise.


• Invests in, nurtures and builds a network of productive relationships.

Humanity

• Respectful to others, regardless of their position, and earns the respect of others by being transparent.


• Has care and concern for others and a genuine interest in others as people.


• Treats delicate or confidential issues with grace and discretion.

Apply

Regions

• Europe, Middle East and Africa

Locations

• Switzerland

Offices

• Geneva