Second Line IT Support Engineer

• Act as the escalation point for technical issues that cannot be resolved by first-line support
• Diagnose and resolve hardware, software, operating system and application issues
• Troubleshoot networking, printer, telephony and remote access problems
• Support Microsoft Windows desktop environments and Microsoft 365 applications
• Install, configure and maintain desktops, laptops, mobile devices and peripherals
• Maintain accurate documentation in the IT service desk system
• Assist with administration and maintenance of our servers, network and cloud infrastructure
• Support Active Directory and Microsoft Entra ID user administration
• Assist with Microsoft 365 administration, including Exchange Online, Teams, SharePoint and OneDrive
• Support software deployments, operating system upgrades and routine maintenance
• Assist with backup solutions, disaster recovery processes and business continuity planning
• Support Mobile Device Management (MDM) and endpoint management solutions
• Apply security updates and software patches
• Assist in monitoring security alerts and responding to incidents
• Ensure our IT systems comply with firm policies, GDPR and Cyber Essentials requirements
• Promote good cyber security practices throughout the firm
• Support infrastructure improvements and IT projects
• Assist with office moves, hardware refreshes and technology rollouts
• Work with third-party suppliers to resolve technical issues
• Deliver professional and friendly support to colleagues across the business
• Keep users updated throughout the lifecycle of support requests
• Produce technical documentation and user guides where appropriate
• Provide occasional user training on new systems and technologies
• Identify recurring issues and recommend permanent solutions
• Contribute to improving IT processes and documentation
• Keep technical knowledge current through continuous professional development

Technologies:

• Active Directory
• Cloud
• Hardware
• Hyper-V
• Support
• Microsoft 365
• Microsoft Intune
• Mobile
• Network
• Security
• SharePoint
• TCP/IP
• VPN
• VMware
• Windows
• Office 365
• ITIL, We are seeking a proactive Second Line IT Engineer to join our growing IT team, working closely with and reporting to our Head of IT to help keep our systems secure, reliable and efficient. The role is based in St Albans, Hertfordshire, with travel to our other offices as required, and offers a salary of £28,000-£32,000 per annum depending on experience. We are a multi-office, multi-service Legal 500 and Chambers & Partners firm recognised for excellence in a variety of legal fields. Our friendly offices operate entirely paperlessly, with recent significant investment in modern IT. We offer ongoing training and career support within a strong, growing team; 23 days annual leave plus bank holidays and Christmas and New Year leave, with increases based on service; a pension with employer contribution; additional birthday leave; an electric vehicle scheme; optional Benenden Health Care; administrative support and a firm laptop; supportive mentoring, annual appraisals and salary reviews; competitive training packages; summer and Christmas parties; and additional perks and benefits. Our dedicated inbound telephony team handles calls and messages for fee earners, while lawyers benefit from dictation and support staff.

• Previous experience providing second-line IT support
• Strong knowledge of Windows 10/11 and Microsoft technologies
• Experience supporting Active Directory, Microsoft Entra ID, Exchange Online and Teams
• Good understanding of networking fundamentals, including TCP/IP, DNS and VPN
• Experience supporting desktops, laptops, printers and mobile devices
• Excellent troubleshooting and problem-solving skills
• Strong communication and customer service skills
• Ability to manage competing priorities effectively
• Full UK driving licence and willingness to travel to other offices when required
• Desirable: Experience in a legal or professional services environment
• Desirable: Knowledge of Microsoft Intune and endpoint management
• Desirable: Experience supporting Hyper-V or VMware
• Desirable: Knowledge of backup and disaster recovery technologies
• Desirable: IT certifications such as Microsoft, CompTIA or ITIL