Netrolynx AI
Technical Support Specialist
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About The Company
LexisNexis Legal & Professional is a global leader in providing legal, regulatory, and business information, analytics, and decision tools to professionals across various industries. Serving clients in more than 150 countries with a dedicated workforce of over 11,800 employees worldwide, LexisNexis is committed to empowering its customers to make informed decisions, enhance productivity, and foster innovation. As a pioneer in digital transformation, the company was among the first to bring legal and business information online through its renowned Lexis and Nexis services. LexisNexis continually invests in cutting-edge technologies, including artificial intelligence (AI), to improve legal workflows, automate routine tasks, and deliver ethical, powerful solutions tailored to the needs of its users. The organization operates under the umbrella of RELX, a global provider of information-based analytics and decision tools, with a focus on responsible AI deployment aligned with industry standards and ethical principles.
About The Role
We are seeking a dedicated and technically skilled IT Support Specialist to join our team at LexisNexis. In this role, you will be responsible for delivering both in-person and remote technical support to ensure that colleagues can work efficiently across a variety of devices and systems. Your primary focus will be on proactive monitoring, troubleshooting, and leveraging automation and AI tools to enhance device performance and user experience. You will play a vital role in maintaining the health and security of our IT infrastructure, supporting onboarding and offboarding processes, and fostering a seamless technological environment that promotes productivity and innovation across the organization.
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Qualifications
The ideal candidate will possess a strong foundation in desktop operating systems, networking, and hardware troubleshooting. Relevant qualifications and experience include:
- Proven experience with desktop OS and applications, including Windows and Mac OS, along with proficiency in Office 365 suite.
- Solid understanding of networking principles and troubleshooting skills.
- Experience with hardware and software installation, configuration, and troubleshooting.
- Fundamental knowledge of Active Directory and user account management.
- Experience with Mobile Device Management platforms such as Azure or Intune.
- Awareness of ITIL practices and service management frameworks.
- Strong customer service orientation with excellent communication skills.
- Exceptional problem-solving abilities and organizational skills.
Responsibilities
- Provide comprehensive technical support to users both in-person and remotely, addressing issues related to laptops, operating systems, software applications, printers, mobile devices, and user education.
- Proactively monitor device health and performance, identifying and resolving issues before they impact productivity.
- Utilize automation tools to streamline repetitive tasks, increasing efficiency and reducing manual effort.
- Employ AI assistants responsibly to triage support tickets, draft communication updates, analyze logs, and contribute to the creation and updating of knowledge base articles.
- Manage onboarding and offboarding workflows, ensuring smooth user transitions and security compliance.
- Assist in maintaining and updating IT documentation, procedures, and standards.
- Collaborate with cross-functional teams to implement technology upgrades and improvements.
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Benefits
LexisNexis values the well-being and development of its employees. We offer a range of benefits designed to support work-life balance, personal growth, and overall health. Our offerings include:
- Flexible working hours to accommodate individual productivity peaks
- Comprehensive health and wellness programs
- Shared parental leave
- Study assistance
- Opportunities for sabbaticals
We are committed to fostering a positive work environment that encourages continuous learning and career advancement. Additionally, our benefit packages are tailored to meet the needs of employees across different regions, ensuring access to relevant support and resources.
Equal Opportunity
LexisNexis is an equal opportunity employer committed to fostering an inclusive environment where all qualified applicants receive fair consideration regardless of race, color, creed, religion, sex, national origin, citizenship status, disability, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We believe diversity enhances our innovation and success, and we are dedicated to providing equal employment opportunities throughout our hiring and employment processes. If you require accommodations or adjustments during the application process due to a disability or other needs, please contact us through the appropriate channels.
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