Job Description

Frenkel Topping Group is a long-established family of businesses who are tried, tested and trusted. We are always available to provide advice and technical support to our legal Clients and those they represent. We support lawyers and their Clients with a concierge approach to anything they may need throughout the litigation journey.

They are proud of their reputation for delivering the highest levels of service, expertise and advice to clients and are keen to attract talented people who share this approach and wish to develop their career with the firm.

We are seeking to recruit a full-time Technology Support Analyst to join our experienced team.

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Purpose:

This role is well suited to someone with strong logical thinking and a proactive mindset. You will be the first point of contact for day-to-day IT support issues and will play a critical part in maintaining and improving end-user computing and application environments across Frenkel Topping Group.

You will collaborate closely with the Technology team to ensure all support tickets are resolved in a timely manner, with a strong focus on meeting SLAs.

This is an office based role based at our office in Salford (Frenkel House, 15 Carolina Way, Salford, M50 2ZY). Occasional travel to our other offices may be required as part of this role.

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Key responsibilities:

Handle daily support tickets related to software, hardware, and end user computing (EUC) issues at Frenkel Topping Group sites. Work directly on incidents and service requests. Assist with configuration changes, workflow updates, template changes, and access control. Support automation and improved data quality across systems. Escalate when necessary to senior members of the team, vendors or third party providers. Liaise with external suppliers and escalate unresolved or complex issues as needed. Drive third-party vendors to meet performance expectations and ensure timely resolution of escalated issues. Works well within a team and contribute to a collaborative and supportive IT function. Communicate effectively both verbally and in writing with colleagues, suppliers and stakeholders. Assist in reducing technology risks and enhancing IT security, resilience and data privacy. Advocating technology best practices. Being an ambassador for technology change in the organisation helping colleagues engage with existing and new technologies that are implemented. Provide training and create documentation to improve the technical understanding of end users. Support and improve day to day business applications, including Microsoft 365 and case management systems.
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This role does not involve data analytics or business intelligence responsibilities. It is focussed on technical support, application maintenance and end-user computing.

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Essential skills:

Strong logical thinking and a proactive approach to problem-solving. Good verbal and written communication skills. Ability to work effectively in a team environment. Technical aptitude and a willingness to learn. Basic understanding of IT systems and support environments. Customer service skills - able to work calmly and making it easy for user to understand at all levels. Minimum 2 year experience of working in a technical support role.
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Desirable skills:

Experience of handling and resolving IT support tickets in a service desk or similar environment. Understanding of SLA based support and service delivery. Exposure to networking fundamentals, configuration changes, and application support. Experience in professional customer service, including face-to-face or telephone services. Technical aptitude and willingness to learn new technologies. Prior experience of working with vendors and outsourced IT providers. Knowledge of M365 administration and user support. A full UK driving licence.
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Person specification:

Knowledge and experience

Experience of working in a customer facing environment. Experience of working in a corporate or MSP technology environment. Applications support with complex line of business systems that require configuration, workflow design and problem resolution. 1st line support knowledge on a wide range of EUC and application technologies. Strong working knowledge of M365 administration. Incident management, problem resolution, change management and release management of EUC and applications, e.g., ITIL experience or something similar.
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Skills and abilities

Proactive technology incident and problem management. Facilitating change through application support. Helping fee earners be efficient and effective through the use of technology. This is a mixture of support, training and influencing. Tenacity in driving results from IT suppliers. Planning, organisation and timely delivery of change. Analysis, problem-solving and decision-making when under pressure. Excellent communication skills, verbal and written.
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Client service ethic. Being an ambassador for continual improvement of applications, processes and data quality. Passionate about technology.
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General responsibilities:

This job description is current at the date shown, but in consultation with you, it is liable to variation by management to reflect or anticipate changes in or to the job. It is expected the post holder will when required, undertake other duties commensurate with the post and salary grading if required. Duties may involve having access to information of a confidential nature that may be covered by the Data Protection Act, be commercially sensitive or relate to client information. In such circumstances, confidentiality must be maintained at all times in accordance with the company policies. If you are unclear at any time, please refer to your line manager. Undertake all reasonable personal development actively designed to support you in your role.
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And last but not least, what's in it for you?!

We are passionate about growth and aim to provide every employee with a clear development plan, with regular reviews that enable them to reach their career goals.
Fantastic benefits include but not limited to private healthcare, flexible working opportunities, cycle to work scheme, Employee Assistance Programme, cash back savings and discounts platform, free onsite parking, company events and enhanced family friendly policies.

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About Frenkel Topping Group (FTG)

At FTG we believe in living our values everyday. We are committed to our values as set out below and if you share our value and passion and are looking for a rewarding career where you can make a difference, then we invite you to join our team.

Give it heart - we've built an army of passionate and empathetic people who go the extra mile for their clients and teams. Show resilience - as individuals and a team, we're inspired by our clients who show resilience everyday. Our agility, our work ethic, and our appetite for problem solving means we always find a way. Make it easy - we're pro-active and responsive and go above and beyond to make our client's lives easier. Act with integrity - we do what we say we'll do and we do it with great care and expertise. We are proud of our people and we honour the trust they put in us by delivering outstanding service and and creating an amazing place to work. Respect - we treat our client and each other as individuals and we take the time to walk in that person's shows to understand how we can provide support. Think differently - we connect communities, champion collaboration in our industry and we're big on learning and development. We're big believers in nurturing grassroot talent.
Frenkel Topping Group is an equal opportunities employer that is committed to diversity and inclusion in the workplace.

?Frenkel Topping Group is proud to be Disability Confident Committed. If you are invited to an interview, please let us know if you require any reasonable adjustments during the recruitment process that will allow you to perform to the best of your ability.

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Please submit your CV and cover letter to apply for this role.

We reserve the right to close this vacancy early if we receive sufficient applications. Early applications are strongly encouraged.

Job Type: Full-time

Pay: 26,000.00-30,000.00 per year

Work Location: In person