Information Technology Support Technician

Direct message the job poster from HGF Limited

The Position

We are looking to recruit an IT Support Technician to provide a combination of first & second line helpdesk support, assisting with hardware and software problems via phone, email and in person for all HGF offices restoring service to the customer as quickly as possible. Provide informal 1-2-1 training to support users in using their equipment more effectively and where possible improve their knowledge and to provide self-support resolution wherever possible.

HGF tries not to buy propriety software packages, preferring to create tailored systems in-house and because of this the IT team has direct access to business users when developing solutions. HGF’s main solution ‘Insite/Tempesta’ is used by 98% of the people in the business, this is a totally bespoke and multi-functional system relied on by the business and is written by the team.

To ensure its effectiveness and efficiency, it requires constant updating.

The IT team has also recently written and rolled out a new document management system ‘e-files’. In addition to ongoing development tasks, there is a long road map of further development required by the business.

Key Responsibilities

• To provide 1st line technical support across all key applications, networks and desktops/laptops; answering support queries via phone, email, ticket system and in person
• To maintain a high degree of customer service for all support queries and adhere to all service management principles which require you to log and prioritise work tasks ensuring that each query is dealt with fairly and promptly.
• To take ownership of user problems and be pro-active when dealing with user issues
• Support users in the use of computer equipment by providing necessary training and advice.
• Escalate more complex calls that you are not able to deal with to the relevant IT team member, clearly identifying any potential IT risks.
• Carry out daily systems checks, such as back up checks, ensuring scripts are run, checking MDM Policies are applied etc and reporting any issues to the IT Infrastructure and Operations Manager when necessary.
• Software build PCs/laptops using Intune.
• Support of the IT environment, including servers, systems, networks, and other devices
• Monitor antivirus portal and resolve issues.
• PC setups and potential off-site visits (within the UK and Europe)

About You

• Experience in user management in Active directory/Entra environment. Exchange Online, Teams Admin Centre and Office 365 Admin experience
• Some TCP/IP experience, LAN/WAN and VPN debugging
• 1-2 years previous Helpdesk (telephone support) experience with proven ability of making the user feel at ease and confident their problem will be fixed.
• 1-2 years strong working knowledge of Microsoft based operating systems.
• DNS/DHCP
• Understanding of PC/laptop hardware set-up and configuration including fault finding

About HGF:

HGF Limited is one of Europe’s largest intellectual property specialist firms offering a fully integrated IP solution, bringing over 200 Patent Attorneys, Trade Mark Attorneys and IP Solicitors together to provide a full-service IP solution.

With 25 offices across the UK, Ireland, Germany, Netherlands, France, Switzerland & Austria, HGF’s Patent and Trade Mark Attorneys provide specialist technical and legal advice to blue chip organisations and small to medium businesses across the world. Many of our clients are household names and the work HGF does allows them to protect and exploit their inventions, new products and branding.

Why move to HGF?

• HGF takes a transparent and merit-based approach to your career development, and you will have the opportunity to shape your long-term progression.
• We’re a firm with a focus on DEI (Diversity, Equality and Inclusion), with a staff led DEI Focus Group, affinity networks and a DEI Board sponsor.
• As a business we have a dedicated Learning and Development team focused on career long development of your skills along with a digital learning platform covering a wide range of content
• Benefits including our…