IT Support Technician
Role details
Job location
Tech stack
Job description
Your role will be to provide first and second-line support to all staff alongside the rest of the IT team. McHale Legal Group is a fast-growing firm with >140 staff and offices across Greater Manchester and beyond. You will be assisting users both face-to-face, remotely over the telephone and using remote support tools. You will also regularly travel to our other offices to assist and support these teams., Help Desk Management:
· Service IT support requests via voice/video call, email, and in-person.
· Log, triage, and prioritise incoming help desk tickets accurately and efficiently using the firm's ticketing system.
· Provide initial and in-depth troubleshooting and resolution for common IT issues, including software, hardware, network, telephony and account-related problems.
· Categorise and escalate unresolved issues to third-line support with detailed notes.
· Monitor ticket queues to ensure timely responses and resolutions, adhering to agreed Service Levels.
· Maintain clear and concise communication with users throughout the resolution process, providing regular updates.
User Support:
· Provide friendly and effective technical support to all staff across the firm, guiding them through solutions or explaining technical concepts in an understandable manner.
· Assist with user account management, including password resets, account unlocks, and new user setups.
· Support the setup and configuration of new hardware (e.g., laptops, desktops, SIP phones) and software for staff.
· Conduct basic diagnostic checks on faulty equipment and software.
· Educate users on best practices for IT security and efficient use of firm-provided technology.
Documentation & Knowledge Sharing:
· Contribute to the creation and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and common issue resolutions.
· Document all support interactions, resolutions, and steps taken in the ticketing system.
General IT Support:
· Assist with routine IT maintenance tasks as directed by senior IT staff.
· Participate in IT projects and initiatives as required.
Adhere to IT policies, procedures, and security protocols.
Requirements
Do you have a valid Driving Licence license?, Do you have experience in Microsoft Word?, Do you have a GCSE?, * Proven experience (at least 3 years) in a first and second-line IT support, help desk, or IT customer service role.
- Strong understanding of Windows and Microsoft Office (particularly, Word, Excel, Outlook, PowerPoint).
- Plenty of experience in working with Office 365 Admin Portals and Active Directory
- Familiarity with help desk ticketing systems.
- Excellent communication skills, both verbal and written, with the ability to explain technical information clearly to non-technical users.
- Good problem-solving and analytical abilities.
- Strong interpersonal skills and a patient, empathetic approach to user support.
- Ability to work independently and as part of a team in a fast-paced environment.
- Good organisational skills and attention to detail.
- Detailed understanding of network concepts (TCP/IP, Wi-Fi, DHCP, DNS).
Desirable Skills and Experience:
- Full, clean UK/EU driving license
- Experience with Proclaim Case Management application, 3CX Telephone system, Citrix/Virtual Desktops, SharePoint, WordPress.
- Experienced in working with Hybrid AD environments.
- Experience with remote support tools.
- Familiar with firewalls, corporate routers and WAN networks., * GCSE or equivalent (required)
Benefits & conditions
Pulled from the full job description
- Sick pay
- Gym membership
- Company pension
- Health & wellbeing programme
- Cycle to work scheme, Job Types: Full-time, Permanent
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Gym membership
- Health & wellbeing programme
- Sick pay
