IT Support Engineer - Law Firm

The role will be providing first-line technical support to legal professionals and business support staff within a fast-paced professional services environment. The successful candidate will act as the first point of contact for IT queries, delivering reliable technical support across desktop systems, Microsoft 365, mobile devices, business applications and IT infrastructure., * Act as the first point of contact for IT support requests by telephone, email, helpdesk and in person

• Log, prioritise, investigate and resolve incidents and service requests within agreed service levels
• Escalate complex technical issues where appropriate
• Configure, deploy and support computers, laptops, printers, mobile devices and peripherals
• Deliver IT inductions for new starters and work experience students
• Provide support for Microsoft Windows, Microsoft 365, Outlook, Teams and standard business applications
• Assist with user account administration, password resets and access management
• Support document management, legal and practice management systems
• Set up meeting rooms, video conferencing and audio-visual equipment
• Maintain accurate IT service management records
• Carry out software installations, updates, system checks and equipment builds
• Support employee onboarding and offboarding, including hardware and account setup
• Maintain IT asset registers and equipment inventories
• Follow IT security, data protection and cybersecurity procedures
• Assist with IT projects, office moves and technology rollouts

• Experience within a law firm or professional services environment
• Previous experience in a first-line IT support or service desk role
• Strong knowledge of Microsoft Windows 10/11
• Experience supporting Microsoft 365, Outlook, Teams and Office applications
• Basic understanding of Active Directory and user account administration
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP and VPN
• Experience supporting desktop hardware, laptops, printers and mobile devices
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to prioritise workload and work effectively under pressure
• Professional, approachable and customer-focused manner, * Familiarity with legal applications such as iManage, Intapp, BigHand, Aderant, Elite 3E or SOS
• Experience with ITSM platforms such as ServiceNow, HaloITSM, Jira Service Management or Freshservice
• Knowledge of Microsoft Intune, Autopilot or Azure Virtual Desktop
• Understanding of Cyber Essentials, ISO 27001 or ITIL practices