1st/2nd Line IT Support Engineer

This role provides first and second-line IT support across the business, resolving technical issues via phone, email, ticketing systems and in person. The successful candidate would take ownership of support requests from start to finish, ensuring users are kept informed throughout, while supporting Microsoft 365, Entra ID and Active Directory accounts, and troubleshooting hardware including Windows laptops, iPhones, printers, monitors and meeting room technology.

The position also involves investigating more complex technical issues, supporting business-critical applications, managing devices through Intune, troubleshooting network connectivity, and responding to security alerts. Alongside daily system maintenance, the role includes maintaining IT documentation and asset records, escalating issues when required, supporting office and device deployments, and assisting with wider IT projects such as software rollouts and office moves.

We’re looking for a proactive and customer-focused IT Support professional with solid experience across first and second-line support. The successful candidate will be comfortable troubleshooting technical issues, supporting Microsoft 365 environments, and delivering excellent service to end users in a fast-paced professional setting.

Minimum 2 years’ experience in an IT Support or Service Desk role, including second-line support.

Strong Microsoft 365 administration experience, particularly Entra ID, Exchange Online, Intune, Teams and Active Directory.

Good knowledge of Windows 11, Microsoft 365 applications, event logs and error code analysis.

Experience diagnosing and resolving laptop, desktop and hardware issues.

Understanding of networking fundamentals including IP addressing, DNS, DHCP, VPN and wireless technologies.

Experience using ticketing systems such as Freshservice, ServiceNow or Zendesk.

Excellent communication skills with the ability to explain technical concepts to non-technical users.

Strong organisational skills with the ability to prioritise and manage multiple requests.

Desirable Experience & Qualifications

Experience deploying and managing devices using Intune and Autopilot.

Knowledge of Microsoft Purview, sensitivity labels and DLP reporting.

Experience with IT asset management tools such as Lansweeper.

Previous experience supporting a professional services or law firm environment, including applications such as iManage.

Microsoft 365 certification and/or ITIL Foundation qualification.

Experience working within an ISO 27001-certified organisation.

HGF builds and runs several of its own business critical systems, including Tempesta, eFiles and OCIS, alongside Microsoft 365 (Entra ID, Exchange Online, Teams and Intune). Tempesta is used by 98% of the business, so this role puts you in regular contact with colleagues in every team, not only when a laptop breaks.

You will be the first point of contact for IT support across all HGF offices, and you will also take on the harder problems that need deeper investigation. You will fix issues by phone, email, Teams and in person, work out why they happened and help stop them coming back. You will also show colleagues how to get more from their equipment and systems, so they can solve simple problems themselves., HGF Limited is one of Europe’s largest intellectual property specialist firms offering a fully integrated IP solution, bringing over 200 Patent Attorneys, Trade Mark Attorneys and IP Solicitors together to provide a full-service IP solution.

With 25 offices across the UK, Ireland, Germany, Netherlands, France, Switzerland & Austria, HGF’s Patent and Trade Mark Attorneys provide specialist technical and legal advice to blue chip organisations and small to medium businesses across the world. Many of our clients are household names and the work HGF does allows them to protect and exploit their inventions, new products and branding.

Why move to HGF?

HGF takes a transparent and merit-based approach to your career development and you will have the opportunity to shape your long-term progression.

We’re a firm with a focus on DEI (Diversity, Equality and Inclusion), with a staff led DEI Focus Group, affinity networks and a DEI Board sponsor

As a business we have a dedicated Learning and Development team focused on career long development of your skills along with a digital learning platform covering a wide range of content

Benefits including our award winning enhanced parental leave policy, 27 days holiday, bonus scheme and flexible working