Technology Support Service Engineer

Overview

As a global law firm IT support specialist, you will empower end users by diagnosing and resolving hardware, software, and network issues while managing service requests. You’ll work within the Technology & Data function to deliver timely, well-documented support and contribute to continuous improvement and KPI reporting. Your role interfaces with system owners and senior team members to ensure reliable, on-demand IT services for a legal environment. This opportunity blends hands-on technical work with collaboration across global teams in a fast-paced, professional services context.

Pay / Benefits

• Private Medical Insurance
• Free in-house fitness centre and subsidised health club memberships
• Pension and flexible savings options
• Income protection and life assurance
• Maternity/paternity/shared parental leave
• Travel insurance and season ticket loan

Responsibilities

• Provide first-level technical support for end users and resolve common hardware/software issues
• Diagnose and troubleshoot technical problems including account setup and network configuration
• Handle incoming tickets, update status, and ensure timely resolution
• Review and route incident tickets for quality, first-call resolution, and closure
• Collaborate with system owners to ensure appropriate end-user support
• Log and track all requests in the ticketing system with thorough documentation
• Provide data and reporting of KPIs to monitor performance, SLA compliance, and continuous improvement
• Assist with setup/configuration of new hardware/software for end users
• Escalate complex issues to more senior team members and other Technology & Data teams

Key requirements

• Experience in IT support within a global professional services or corporate environment, preferably in the legal sector
• Proven ability to provide on-site technical assistance
• Track record of collaborating with IT teams to resolve complex issues with detailed records of service requests and resolutions

• Collaborative mindset
• Strong communication and documentation skills
• Attention to detail and service-oriented mindset
• Access Control Management
• Device Management
• IT Asset Management (ITAM)

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