IT Support Technician

Job description
As an IT Support Technician, you will be the first point of contact for all IT-related issues and queries within the firm. You will provide timely and efficient technical support, troubleshoot problems, and assist in maintaining the firm's IT infrastructure. This role requires a proactive and customer-focused approach, ensuring minimal disruption to the firm's operations and enabling our staff to work effectively with technology.

Key Responsibilities:
• Provide technical support at 1st-3rd line level for all IT-related incidents and service requests via telephone, email, and in person.
• Diagnose and resolve hardware and software issues for desktops, laptops, printers, mobile devices, and other IT equipment.
• Assist with the setup and configuration of new hardware, software installations, and user account management.
• Escalate complex issues to the appropriate teams and work closely with other members in the IT team to ensure swift resolution.
• Maintain accurate records of all incidents, service requests, and resolutions using the firm's IT Service Management system.
• Ensure all support requests are logged, prioritised, and managed in line with agreed Service Level Agreements (SLAs).
• Provide user training and guidance on IT systems and software applications, including Microsoft Office, document management systems, and legal-specific software.
• Contribute to the development and maintenance of IT documentation, knowledge base articles, and support guides.
• Assist in the rollout of IT projects, including upgrades and new system implementations.
• Follow IT security protocols and assist in the enforcement of IT policies to protect sensitive data and ensure compliance with data protection regulations.

Requirements:
• Previous experience in a similar IT support or service desk role, ideally within a law firm or professional services environment.
• Strong knowledge of Windows operating systems, Office 365, and Active Directory.
• Experience with remote support tools and basic networking troubleshooting (TCP/IP, DNS, DHCP).
• Excellent problem-solving skills with the ability to troubleshoot and resolve technical issues efficiently.
• Strong customer service skills with a professional and approachable manner.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work effectively in a fast-paced, team-oriented environment.
• ITIL Foundation certification or equivalent is desirable but not essential.
• UK driving licence.