1st and 2nd Line Support Engineer

Department:

ITEmployment Type:

Permanent - Full TimeLocation:

Derby, UKDescription

We are seeking a proactive and customer-focused 1st and 2nd Line IT Support Engineer to join our in-house IT team.You will play a key role in delivering high-quality technical support to our lawyers and support services departments, ensuring smooth day-to-day operations across the firm.This role will suit someone who thrives on problem-solving, takes pride in excellent customer service, and has the technical grounding to support and resolve a wide range of issues across hardware, software, and core business applications.We are looking for an ambitious and hard-working 1st and 2nd Line IT Support Engineer with experience in providing all levels of user support and system maintenance/upgrades.Reporting to IT Infrastructure Manager, the 1st and 2nd Line IT Support Engineer will provide support services for approximately 400 staff located across six sites and remote locations.Office Location: Derby head office with remote and onsite support as required.Key Responsibilities

Act as the first and second point of contact for IT incidents and service requests, via phone, email, and in-person.Diagnose and resolve hardware, software, and networking issues within SLA timeframes.Escalate complex issues to infrastructure engineers or third-party suppliers as necessary, ensuring timely resolution.Support and maintain end-user devices including Windows desktops, laptops, and mobile devices.Specification and ordering of IT hardware and softwareNew user set up and upgrades.Assist with account administration in Active Directory, Microsoft 365, and other systems particularly in relation to starters/movers/leavers.Maintenance of IT asset management records.Provide support for Microsoft-based technologies including Windows 10/11, Microsoft 365, Teams, SharePoint, and Exchange Online.Support core legal applications (document management, case management, time recording, etc.) ensuring users remain productive.Troubleshoot connectivity issues across wired and wireless networks.Assist in monitoring and maintaining infrastructure built on Nutanix HCI and Citrix.Contribute to IT documentation, knowledge articles, and asset management records.Provide support during system upgrades, deployments, and firmwide IT projects.Deliver excellent customer service, maintaining a professional and approachable manner at all times.Skills, Knowledge and Expertise

EssentialExperience in a 1st or 2nd line IT support role, ideally within a professional services or law firm environment.Strong knowledge of Microsoft Windows operating systems and Microsoft 365.Good understanding of Active Directory, Group Policy, and Exchange Online administration.Experience supporting end-user devices (PCs, laptops, mobile devices, printers, AV).Strong troubleshooting and problem-solving skills with a structured approach.Excellent communication and customer service skills, able to support users at all levels.Ability to manage multiple issues, prioritise and work under pressure.Exposure to Citrix Virtual Apps and DesktopsDisclosure will be required in the event that a position is offered. Financial checks will be required in the event that a position is offered.Benefits

What we offer?Competitive salaryBonus potentialGreat working environment at our Derby head officesCar parking provided by the firmCareer Development opportunities25 days holiday plus bank holidaysOptions to buy and sell 1 week’s holiday1 week’s holiday carry overExtra day off for your birthdayStaff card discount scheme for local shopsSocial days and evenings on the firmStaff discounts on legal services

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