This role is a fixed term contract for 6 months to support a project with immediate available preferred. Reporting to the Head ofIT (Asia), providing technical desktop support to all users at Norton Rose Hong Kong and assist other IT team members and users in the region, if and when necessary, via the telephone, email and/or in person. Quality and timeliness of service is key as is detailed knowledge of PC operating systems such as Windows and all Microsoft office applications. IT experience in a legal environment is an advantage.

Please find the job description below.

• Providing 1st & 2nd line technical support and advice.
• Logging of calls with the central IT Helpdesk in London is an integral part of the role to facilitate problems analysis and solutions.
• Be the technical liaison point for other IT Teams to ensure successful resolution of issues.
• Documenting and recording configuration changes and developments in line with change control procedures.
• Working with IT London / Asia in resolving network issues and/or coordinating any network installation work, if any.
• Providing basic AV set up and supports, in particular, video conferencing, video conferencing with push content, VC test calls with internal and/or external parties, connecting laptop to projector/projection screen and/or TV screen.
• Providing user training for new joiners and updating the Head of IT (Asia) of any other training needs so that appropriate action may be taken to meet these needs.
• Carrying out and documenting detailed troubleshooting on issues before logging of calls.
• Carrying out moves and changes as required, including the moving of patch cables, re-seating PCs, printers, users’ seat change etc.
• Maintain and promote IT Security Policy in accordance with the Norton Rose IT standards as directed by the IT department in London and/or the Regional IT Manager (Asia).
• Any other duties as specified by the Head of IT (Asia).

Skills

• Diploma holder in IT/Computer studies field
• Have at least 2 years work experience in an IT service desk environment.
• Working knowledge of Microsoft Windows and Microsoft Office products, with essential experience and knowledge in troubleshooting and resolving issues relating to, Word (in particular styles and formatting and document corruption), Excel and PowerPoint
• Previous experience in a law firm preferred.
• Experience on using and supporting documents management system, in particular, Worksite, is preferred;
• Experience with remote access system and applications such as Citrix and VPN is an advantage.
• Experience and possess a methodical approach to the testing of applications is required;
• Good analytical, troubleshooting, documentation skills and the ability to prioritize workload are essential;
• Good presentation skills and willingness to provide IT Training to users;
• Knowledge and experience supporting blackberries would be an advantage;
• Able to work under pressure and out of hours, including but not limited to, taking phone calls from the Regional IT Manager, IT colleagues and users, when necessary;
• The ability to work as a team is crucial, but it is also necessary to possess the confidence and independence to work alone unsupervised, from time to time.