Analyst, On Site IT Support - Technology (Contract - 12 months)

Think Opportunity, Think Baker McKenzie!

We have an exciting opportunity for an On-Site IT Support Analyst to join our Technology team in Sydney for a 12-month period.

This role ensures the proper functioning of personal computing and office technology, so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritising, documenting and actively resolving customer requests and escalations from the Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.

Our function

The Firm's Technology function is responsible for designing, developing and maintaining the Firm's global technology infrastructure, including architecture, hardware, software, computer networking, communications and data management. The function works closely with lawyers, clients and PBS functions to ensure our technology offering is best-in-class and forward-thinking, allowing the Firm to provide its clients with cutting-edge, innovative legal and business advice via up-to-date technology products and solutions.

Main responsibilities

- Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applications
- Own and drive issues to resolution, including escalation to specialized resources within the broader IT organization. Remain engaged on issues until resolution
- Provide technical support for client facilities such as video conferencing and audio conferencing services
- Participate in improvements as they relate to the on-site IT environment
- Serve as an advocate for the organization’s information security management system. Assist customers in working efficiently within the ISMS framework
- Test fixes to ensure problems have been adequately resolved
- Perform post-resolution follow-ups to customer requests
- Evaluate documented resolutions and analyse trends for ways to prevent future problems
- Field incoming requests from customers via both telephone and e-mail in a courteous manner
- Build rapport with customers
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Prioritise and escalate problems (when required)
- Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Apply diagnostic utilities to aid in troubleshooting
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Understand the essential responsibilities of the position and work to continuously build and improve the skills necessary
- Support, operate and maintain AV equipment for live meetings and events
- Provide support and demonstrate expert knowledge for online webinar tools and applications
- Acts as backup trainer when requested
- Comply with the weekly On-call rotation requirement, which includes: to be directly contactable by telephone and email, and remain in an area of mobile phone and internet connectivity at all times during their on-call assignment period
- respond to an agreed contact communication (e.g. telephone call, text, email, system alert) within an agreed time, typically within an hour
- remain capable of carrying out the duties required;
- attend the site within the agreed time, if the matter cannot be dealt with remotely
- keep the team and the direct Manager informed and updated of progress in dealing with an issue, and escalate key decision points as appropriate

- Keep the schedule organiser (Supervisor) informed of any changes to their contact details, any booked annual leave or any other circumstances preventing them from carrying out on-call duties

About you

To succeed in this role, you will bring:

- Strong experience in the field of computer science, information sciences, or a related field
- Appropriate certification, such as Microsoft MCP
- Strong knowledge of computer hardware with a focus on workstations and laptops
- Experience with Microsoft Windows
- Significant application support experience with Microsoft Office
- Proven track record of working under Service Level Agreements and a Service Desk framework
- Experience working in a team-oriented, collaborative environment
- Proficiency in written and spoken English communication skills
- Flexibility to work on projects and tasks outside of business hours and over weekends to ensure minimal disruption to the business
- Willingness to participate in a regular 24/7 on call rotation

At Baker McKenzie , we are different in the way we think, work and behave. The first local, truly global law firm in Australia, we commenced operations in Sydney in 1964, in Melbourne in 1982 and in Brisbane in 2014. With our breadth of experience in the local market and global connectivity, we are the law firm of choice for Australian and multinational companies. We have a passionately collaborative community and are committed to world-class career development to everyone in every job at every level. Baker McKenzie can offer you both the uncompromising commitment to excellence paired with a passionately global and genuinely collaborative working environment.

Our Benefits:

- Financial: competitive remuneration package, employee discounts, referral rewards, and travel insurance for you and your immediate family
- Leave: 26 weeks' paid parental leave for parents/carers (with no minimum service) with access to an external coaching service, ability to purchase additional annual leave, flexible public holidays and volunteer leave.
- Health & wellbeing programs: Employee Assistance Program including confidential counselling and wellbeing and financial coaching for you and your immediate family, flu vaccinations and discounted health insurance.

Inclusion, Diversity & Equity

Baker McKenzie is committed to providing a diverse, inclusive and equitable culture for all of its employees, with equal opportunity for all to progress and have a meaningful career with our Firm. As part of our inclusive culture, we welcome applications from people of all genders (including if you identify as transgender or gender diverse), sexual orientations, abilities, cultural backgrounds, as well as First Nations peoples and people with caring responsibilities, neurodivergent lived experiences and disabilities. We want all applicants to be given the best possible opportunity to succeed in our recruitment processes, so invite you to let us know of any reasonable adjustments you require to equitably participate in our recruitment processes or in performing the requirements of a role at Baker McKenzie.

We appreciate that everyone's needs are different. Please contact us so that we can work with you to best support you in our recruitment processes. We are happy to share accommodations we've made in the past and are keen to work with you personally, to set you up for success.

Apply today!

If you are interested in the above role, we would love to hear from you! Please click "Apply" .

If you would like to find out more or have a confidential chat, please contact me by email on [email protected].