Technology Support Service Engineer

Description

The company is a global law firm with services in 20 countries and 30 offices.

The team is people-focused and values collaboration, agility and a responsible approach to every client interaction.

The work centres on supporting the people who rely on the firm's technology day to day.

Responsibilities

• Give hands-on technical help to end users, troubleshooting and fixing hardware, software, desktop and application issues.
• Set up and configure new hardware and software so users can start working straight away.
• Diagnose technical faults, including account setup and network configuration.
• Give first-level support, handling common hardware and software problems.
• Log and track every incoming request and incident in the ticketing system, keeping records accurate and updates timely.
• Review tickets for content, correct routing, first-contact resolution, recurring problems and prompt closure.
• Work with system owners so their users get the right support.
• Escalate complex problems to senior colleagues and other Technology & Data teams, and help resolve them.
• Produce data and reports on key performance indicators to track service levels, compliance and areas to improve.

Requirements

• Background in IT support in a global professional services or corporate setting, preferably in the legal sector.
• Proven experience giving technical help on site.
• A record of working with IT colleagues to solve complex problems while keeping clear notes of requests and fixes.
• Skills in access control management, business partner support, device management, equipment repairs, IT asset management (ITAM), IT incident management, IT service delivery management, system administration, technical support and troubleshooting.

Conditions

The role may include other tasks as needed beyond the duties listed.

The firm welcomes applicants from all backgrounds and works against bias in every form.

Benefits

• Private medical cover.
• On-site gym at no cost, plus subsidised health club memberships.
• Free on-site GP service and regular health checks.
• Pension and flexible savings options.
• Income protection and life assurance.
• Mortgage advice and will-writing services.
• Electric car and cycle-to-work schemes.
• Emergency family care.
• Extra holiday and birthday leave.
• Maternity, paternity and shared parental leave.
• Travel insurance and a season ticket loan.
• Access to sports and social clubs and employee networks, including gender equality, pride and social mobility groups.