Bryan Cave LLP
4d ago

Technical Support and Training Analyst

Team : Information Services

Reports to : Simon Wombell

Purpose of job : To provide an excellent standard of technical computer support to the Firm in a timely and responsive manner.

The primary focus of this position will be in two technical areas : Technical Support and IT training for all users within Bryan Cave Leighton Paisner Hong Kong and across the Asia region, including Singapore and Beijing.

What’s in it for you? The Bryan Cave Leighton Paisner IS department has a track record for implementing leading edge IT solutions and as such the role is very well suited to anyone who demonstrates a keen interest in technology, and supporting end users.

  • Provision of an excellent standard of application and systems support to all users within BCLP as part of the Asia IS team.
  • The position is based in Hong Kong and will primarily service users based in Hong Kong, Singapore and Beijing.

  • Working with the Global IT training team and Regional IT Manager to provide IT training to all offices in Asia.
  • Exceptional telephone and email support to users from all BCLP offices globally.
  • Logging of service desk calls taken by the Asia IT team using Manage Engine Service Desk Plus, and resolving, progressing and monitoring through to resolution.
  • Handling the variety of walk-in and deskside support requests in a professional manner.
  • Create support documentation and knowledge articles for use by the IT team and the business.
  • Involvement in IT projects across the region.
  • Additionally the person will be required to join the out-of-hours or evening rota and provide telephone based support.
  • Perform video / audio conference support.
  • Communicates or escalates issues to other groups and management when required.
  • Additional duties as required.
  • Key relationships : Working as part of a team of 2 based in Hong Kong and a wider team of 5 across Asia. You will be required to liaise with other teams within the global IS departments in London and St Louis in order to see technical issues through to resolution.

  • Requires an ability to communicate with users at all levels in a calm, confident and professional manner, in person, by telephone and electronic communication.
  • The position is based in Hong Kong and will primarily service English speaking users based in Hong Kong, Singapore and Beijing.
  • Strong proficiency in written and spoken English is required. Proficiency in Cantonese would be an advantage.

  • Must achieve consistently high levels of customer service and have a desire to constantly enhance client service delivery.
  • Is required to constantly enhance own knowledge and actively share that knowledge with others.
  • Requires self-motivation and the ability to assemble diagnostic evidence to support calls prior to progressing with others.
  • Also the ability to persist with an incident or problem until final resolution.

  • The role will require a degree of flexibility. The candidate should be familiar with the demands of a corporate IT environment and the demands of high availability for these systems.
  • The person must have a proven track record in an IT support environment.
  • Microsoft certification is considered as a key requirement as well as other forms or manufacturer specific accreditation.
  • Skills and competencies The successful candidate would ideally have very good understanding of the software and hardware platforms in use (listed below) :

    Main Applications :

  • MS Office 2010 and higher - Word, Excel, Outlook, PowerPoint and Access
  • Skype for Business
  • iManage Desksite / Filesite / Worksite 9.3
  • Microsoft Dynamics
  • Elite practice management system (Webview and Enterprise)
  • IntApp Time
  • IntApp Wallbuilder
  • Workshare 7 including Deltaview and Protect
  • Remote assistance technology eg. VNC, WebEx
  • Hardware experience including :

  • iPhones / iPads
  • HP Portable terminals
  • Windows Surface Tablets
  • HP printers
  • Familiarity with the following associated technologies or platforms :

  • VMWare Horizon
  • Windows 7, Windows 10
  • Active Directory
  • Zero Client Technology Samsung
  • Mitel IP Phones
  • Polycom Lync SIP Phones
  • Video conferencing
  • Webex
  • Additionally the successful candidate would be able to demonstrate the following :

  • Customer Focus
  • Strong Problem Solving Skills
  • Strong Communication Skills
  • Teamwork
  • Diversity, inclusion and working differently At Bryan Cave Leighton Paisner we understand the value of a diverse workforce and we believe people perform at their best when they can truly be themselves at work.

    We aim to create an inclusive environment where all our employees are valued, motivated and able to be themselves. In order to provide the best possible service to our diverse client base, we are committed to recruiting, retaining, rewarding and developing our people with regard to their abilities and contributions and without reference to their background, gender, gender identity or expression, ethnic origin, age, religion, sexual orientation, socio-

    economic status, political belief, disability or any other protected characteristic. Bryan Cave Leighton Paisner is a firm with an increasingly flexible workforce and is supportive of flexible working arrangements, tailored to the individual, wherever possible.

    Please feel free to speak to the Resourcing Team about the flexibility we are offering for this role.Confidentiality Bryan Cave Leighton Paisner will ensure all hardcopy and electronic materials containing confidential information are securely stored and accessible only to those authorised to view such content.

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