IT Support Engineer

On behalf of our client, we are currently looking for a self-driven IT Support Engineer, to join its team.

Your day-to-day

• Diagnosing, troubleshooting, and resolving technical problems across hardware, software, and network components to ensure smooth operations
• Support routine updates, patches, and system checks to maintain optimal performance and security of IT infrastructure
• Install, set up, and configure software applications, operating systems, and hardware devices to meet the Business needs
• Provide assistance with hardware-related issues, including setting up new devices, diagnosing faults, and coordinating repairs or replacements
• Offer technical assistance to end-users and clients, guiding them through technical challenges, and effectively communicating complex concepts to non-technical individuals
• Implement and monitor security protocols, such as firewalls, antivirus software, and access controls, to safeguard sensitive data and prevent cybersecurity threats
• Maintain accurate records of technical issues, solutions, and procedures, contributing to a comprehensive knowledge base for efficient problem-solving in the future
• Work closely with other IT teams including the global IT Service Engineer community, to coordinate efforts, share expertise, and ensure seamless IT operations within the organisation
• Ensure all ServiceNow incidents and requests are actioned, kept up to date and that the end user is informed of status
• Provide a mixture of desk side support, remote support and static support on the TechBar in-line with operational needs
• Provide assistance as a project resource, as and when required
• Identify, inform and escalate any patterns or trends of calls in a timely manner to the IT Service Lead or Service Management team
• Use suppliers and vendors as a source of escalation to resolve problems
• Support firm events that require an engineer on hand for AV set up and troubleshooting when required

Requirements 

• Previous experience within a legal partnership or professional services environment 
• Experience of supporting and using Windows 10, Office 365 and Exchange  
• Familiarity with help desk software (such as ServiceNow)
• Experience of supporting mobile devices using an MDM solution
• FileSite experience – client-side troubleshooting, how do I’s, and awareness of import and exporting data.
• Experience of supporting legal applications such as Worksite, Big-Hand, time recording, Intapp Time and Expert, amongst others 
• SCCM experience – application deployment and troubleshooting experience of Virtual desktops and VPN technologies 
• Experience of Microsoft Azure Active Directory and Intune.
• Experience of PC, laptop, printer, network troubleshooting
• Experience of AVMI / Video Conferencing 
• Customer-focussed with excellent communication and inter-personal skills 
• Team-oriented with the ability to deal with tasks effectively 
• Strong organisational skills and the ability to juggle a constantly changing workload 
• Able to work under pressure and prioritise conflicting demands 
• Aptitude for problem-solving and documenting the solution 

We love your personality if you

• are enthusiastic, determined, organized, self-motivated, able to manage time and focus
• are a team player, with an incredible work ethic and close attention to detail
• strive to continuously improve and drive technical issues to completion
• can contribute to and discuss different ideas and agree to team decisions on standards and processes

What’s in it for you

A very competitive package, quick professional development, training and educational budget throughout the year. You will have the opportunity to work in a collaborative and dynamic environment and to join a fast-growing ambitious international team.