Support Engineer

You will provide 1st and 2nd line support to legal and business services staff, handling incidents, service requests, and escalations while maintaining a high standard of customer service. This is a hands-on, onsite role requiring strong communication skills, technical capability, and attention to detail., * Provide 1st and 2nd line support for end-user hardware, software, and applications.

• Troubleshoot issues across Windows 10/11, Microsoft 365, and Active Directory environments.
• Support laptops, desktops, mobile devices (iOS), printers, and peripherals.
• Log, manage, and resolve incidents and service requests via an ITSM tool (ServiceNow, Zendesk or similar).
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Assist with onboarding and offboarding of users, including device setup and access provisioning.
• Troubleshoot and support document management and legal applications (e.g. iManage or similar).
• Provide AV and video conferencing support (Teams, Zoom, Webex).
• Maintain accurate IT asset records and assist with hardware refresh projects.
• Escalate complex issues to senior IT staff or third-party vendors as required.

• Previous experience providing 1st / 2nd line IT support in a professional services environment (legal sector preferred).
• Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory.
• Experience with an ITSM / ticketing system (ServiceNow, Zendesk or similar).
• Exposure to document management systems such as iManage.
• Excellent customer service and communication skills.
• Ability to work onsite in a demanding, customer-facing environment.