IT Support Engineer - User Support, Desktop Support, 2nd Line, Technical Support

IT Support Engineer - User Support, Desktop Support, 2nd Line, Technical Support

Our leading global law firm are looking to recruit an IT Support Engineer (User Support, Desktop Support, 2nd Line, Technical Support) on a permanent basis to build a strong relationship with the Partners, Associates and Business Services personnel.

In providing this support the IT Support Engineer will work collaboratively with, and be able to call upon the resources of, the various wider IT functions including Infrastructure, InfoSec, Desktop Team, Applications, and others. These wider IT functions are based in London and other European locations. A key part of the role will be to maintain a first-class service, providing technical support, and fostering effective communication among the global IT teams.

The key responsibilities for this IT Support Engineer (User Support, Desktop Support, 2nd Line, Technical Support) are:

• Providing 1st and 2nd line support to all staff as required
• Dealing with requests as they come in through ServiceNow
• Imaging laptops to firm standard
• Responsible for onboarding new joiners and giving inductions
• Support AV within the Firm (Webex, MS Teams and Zoom)
• Assisting with servers and comms room equipment
• Asset tagging equipment and keeping records
• Keeping records of warranties and support contracts across London and Frankfurt
• Maintenance of Iphone and Ipads
• Maintenance of Home office systems
• Maintenance of appropriate stock levels of IS consumables
• Maintenance of IS equipment inventory
• Workstation maintenance, including configuration to the prevailing agreed standard, i.e. network connections for all software, e-Mail and internet and printing
• Laptop configuration and maintenance (dealing with security issues and setting up appropriate users profiles, etc.)
• Printer maintenance
• Dealing with some aspects of network support (e.g. adding, changing and/or deleting users from the Firm’s network, as needed)
• Monitoring the LAN/WAN (basic diagnostics)
• Hardware maintenance and documentation

To be considered for this IT Support Engineer (User Support, Desktop Support, 2nd Line, Technical Support) you must match this criteria:

• Bachelor’s degree in information technology, Computer Science, a related field or equivalent experience.
• Proven experience as an IT Support Engineer or in a similar role.
• Strong knowledge of desktop operating systems, hardware, and software applications.
• Experience with ITIL framework is an advantage.
• Excellent communication and business partnership skills.
• Ability to work independently and collaboratively in a team environment.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable.