AddressAbout Cornwalls
Cornwalls is one of Australia’s oldest and most respected independent law firms. We are multidisciplinary, dynamic and innovative. We offer a full range of commercial law services and have offices in Melbourne, Sydney and Brisbane. We place great value on our people and take pride in our culture. Clients have entrusted us with their business since 1891. We are commercially astute, innovative and trusted advisors. We represent a broad array of corporations, family offices and high net worth individuals. Our clients are represented in every major industry. Our lawyers are thought leaders in legal issues critical to their areas of expertise. Our clients are integral to our firm. We work hard to understand their needs. Each client is distinct, and we provide unique and dynamic solutions to ensure that our approach works for them.
About the role
We are seeking an experienced and experienced IT Professional to join our team in our Melbourne office on a part time basis, 20-25hrs per week.
The role provides a great opportunity to work alongside great team, and an innovative lawyer firm.
Roles & Responsibilities
Level 1-3 support – first tier of support
Filters system support calls and provides basic remediation and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 4 support.
Systems support specialists are the go-to people for providing technical assistance related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner. Systems support works with the IT team and will often interact with system and computer users across the company. The Systems Support team will train users on basic system and computer functions. Understanding and proactively maintaining daily system performance, having the ability to troubleshoot customer problems, and innate follow-up and follow-through skills are all essential aspects of the Systems support’s day-to-day role.
Systems Support Responsibilities
The day-to-day tasks of a Systems support team vary depending on the needs of the users or systems on a given day. Systems support personnel can plan for upgrades, updates, and maintenance tasks, but there will always be unexpected issues that arise in a given day. Many in Systems support find themselves acting as the first point of contact when a user is facing hardware, software, or system issues. Many teams work within a ticketing system, so that each member of the Systems team will have a variety of tickets to address and close out each day in addition to their maintenance tasks. While the nature of their role is more technically based, it is important for Systems support specialists to have a tolerant and patient disposition, with strong communication skills to put frustrated users at ease. With many tasks to oversee, in general Systems support will be responsible to:
- Monitor and respond quickly to incoming requests relate to IT issues.
- Maintain computer systems and act as support if any system goes down.
- Responsible for PC’s, Printers, Servers, and related equipment (monitor, keyboard, mouse, hard drive, etc).
- Maintain user PCs, including upgrades and configuration as needed.
- Assist with onboarding of new users an off boarding of exiting users.
- Keep inventory of all equipment, software, and license users. Maintain IT Asset Register
- Install, configure, and upgrade PC software.
- Foster innovation, stay current with the latest technologies and provide business cases to introduce new solutions that will benefit the firm.
Ensure the service delivery to all users so that they are promptly assisted as during the normal helpdesk coverage times of 8:30am to 5pm Monday to Friday.
Ensure that staff members that require assistance out of work hours are promptly acknowledged and escalate within the team as required.
This includes problem solving first and second level IT issues and escalating unresolved issues with vendors and/or consultants.
This will also include assisting employees with connecting Bring your own device BYOD (mobiles & tablets) to the firm's systems.
It also includes:
- Provide technical assistance and support for incoming queries and issues relating to computer systems, core software (Microsoft Office, Outlook, Filesite & iManage and hardware.)
- Respond to queries either in person, over the phone or remote.
- Respond to email messages for employees seeking help
- Install, modify, and repair computer hardware and software
- Provide support and guidance to the intranet and other communication services within the firm such as AV Equipment, firm website page.
- Responsible for ensuring the Intranet service is running, as well as content and service delivery of the intranet.
- Assisting with the financial aspects of the IT Division including purchasing and cost controls.
- Assisting with the maintenance and support agreements (support on critical operational aspects of the firm.
- Consultants (computer, building)
- Assist with the negotiation of vendor and consultant contracts and service agreements.
Systems support
Participate in scheduled after hour’s systems maintenance to apply patches, update software and hardware and be on call for emergency issues that may arise within the tenancy.
Skills and experience
- Systems support teams are patient task managers who know how to find or create solutions to unexpected problems. They often work with multiple teams and departments and need to be able to communicate and take ownership to ensure tasks are completed appropriately and on time. There are some essential skills that everyone in a Systems support role should have:
- General awareness of computer systems, PC repair, and network management
- Basic understanding of technical issues
- Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
- Ability to deploy, configure, and support operating systems on desktop and mobile
- Understanding and appreciation for information security within systems and user devices.
- Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
Requirements
- Minimum 2 years' experience in an IT Support/Helpdesk environment
- Advanced working knowledge of administering Microsoft Windows Server Platform, Exchange, Office, Microsoft Azure and O365 environments.
- Experience creating, deploying, and maintaining Windows based SOEs.
- Working knowledge of MS SQL.
- Working knowledge of iManage Filesite/Worksite and components.
- Working knowledge of PowerShell or other scripting language.
- Self-starter disciplined and reliable.
- Strong customer service focus to support professional staff with a wide range of expertise.
- Strong analytical/trouble-shooting skills.
- Ability to work well in a team, and independently under broad direction.
Desirable but not essential
- Exposure to Python scripting.
- Worked in professional services industry
- Working knowledge of LexisNexis Affinity or other Practice Management System.
What we offer
Cornwalls has a rich history dating back to 1891. We are defined by our heritage and values demonstrated by our founders. As a multidisciplinary practice, with talent and culture being the cornerstone pillar to our business strategy, we provide staff with opportunities to always learn and grow. In addition, we have:
- Flexible working arrangements and work life balance
- Continuous learning and development programs
- Regular social events
- Group sporting events
- A fun, relaxed and enjoyable workplace, where everyone will know your name
How to apply
To apply for this position, please submit your cover letter and cv to **************@cornwalls.com.au. For more information about Cornwalls, please visit our website www.cornwalls.com.au
