IT Triage Technician

We have an exciting opportunity for a personable and customer-focused IT Triage Technician to join our Bristol office on a permanent basis. You will be joining a supportive and dynamic team, where you can develop your technology skillset. You can be part of Burges Salmon's Technology Service Desk as the first point of contact for IT support across the firm. You will log, triage, diagnose, track and resolve incidents and service requests through the firm's ticket management system, ensuring a clear audit trail and keeping users updated throughout. This is a great opportunity for someone who is highly organised, proactive and customer-focused, with strong troubleshooting skills, good technical capability and a genuine desire to keep learning. The role works to a pre-planned rota covering shifts between 08:00 and 19:00, with some flexibility required where business needs change at short notice. What you'll do:

• Provide first-line triage support for IT applications, hardware and end-user technologies.
• Assess incoming support enquiries by phone, email, in person and remote access, identifying urgency, impact and the most effective resolution.
• Log, diagnose, resolve or escalate incidents and service requests, owning issues from initial contact through to resolution wherever possible.
• Install, configure, upgrade and maintain software and devices, including new builds and Technology set-ups.
• Complete user administration tasks and iPhone administration using Microsoft Intune.
• Work with colleagues across Technology to identify recurring incidents and contribute to improvements that reduce future issues.
• Maintain accurate logging and follow call management and escalation procedures.
  
  Experience providing first-line IT support, including incident triage, diagnosis and resolution.
• Working knowledge of Microsoft desktop and server technologies, including Windows, Microsoft Office, Exchange, Active Directory, Group Policy and SCCM.
• Familiarity with legal or business applications such as iManage, BigHand, Laserform, Aderant, Avaya Administration, Microsoft Intune (advantage)
• Strong troubleshooting, organisation and customer service skills.
• A proactive, team focused approach and high attention to detail.