2nd Line Support Engineer

A distinguished global law firm is seeking a Second Line Support Engineer to join its esteemed London office, presenting you with the opportunity to contribute to a highly respected and collegial team that values each individual's expertise.

What you'll do:

In the capacity of Second Line Support Engineer at this prestigious London office, you will assume a vital role in sustaining the daily operations of a diverse cohort of legal professionals. Your remit will encompass providing expert assistance for desktop technologies, resolving hardware and software challenges, facilitating seamless onboarding experiences for new colleagues, and collaborating effectively with both internal teams and external partners. You will be instrumental in upholding high standards of accuracy in issue resolution whilst cultivating positive client relationships through courteous service. By engaging in special projects and deepening your understanding of the firm's technological landscape, you will ensure that all users receive tailored support befitting their requirements. Success in this position necessitates not only technical proficiency but also refined interpersonal skills that enable harmonious collaboration within an inclusive team setting.

• Deliver second level resolution for technical issues and provide desktop technology support to internal clients, ensuring timely and effective solutions for both routine and complex matters.
• Engage directly with callers to address information system concerns or escalate them in accordance with established protocols, maintaining exemplary standards of client service throughout.
• Install personal computers and associated hardware, investigate equipment malfunctions, and undertake minor repairs as required to uphold optimal functionality within the office.
• Facilitate new joiner onboarding by preparing workstations and ensuring all requisite systems are operational for incoming staff members.
• Liaise with external vendors and internal technical services teams to resolve telecommunications, video-conferencing, network, systems, and related hardware issues efficiently.
• Utilise advanced technical tools and expertise to consistently meet or surpass performance expectations set forth by the Desktop Services Group.
• Cultivate a thorough understanding of the firm's computing environment as well as quality management processes pertinent to IT support.
• Apply collaborative methodologies when engaging with individuals and groups, thereby fostering constructive relationships throughout the office.
• Employ application systems necessary for delivering services to internal clients, ensuring seamless daily operations across all departments.
• Participate in special projects as assigned by supervisors, contributing your proficiency to initiatives that enhance overall IT service delivery.

What you bring:

To excel as a Second Line Support Engineer within this eminent law firm's London office, you will possess demonstrable experience in IT support roles where collaboration was paramount. Your background should reflect hands-on involvement with desktop technologies-particularly Windows 10 and Office 365-and familiarity with hardware installation or troubleshooting. Experience supporting mobile devices (iOS/Android), video-conferencing systems or telecommunications infrastructure will further distinguish your candidacy. Beyond technical expertise, your success will depend on your ability to communicate clearly with users at varying levels of technological proficiency whilst maintaining strict confidentiality regarding sensitive matters. Your commitment to precision in information processing coupled with an approachable demeanour ensures that clients feel supported at every juncture. A sincere enthusiasm for acquiring new knowledge alongside colleagues evidences your readiness for professional growth within an inclusive team devoted to delivering outstanding service.

• A formal education in information technology complemented by a genuine enthusiasm for technological advancement is essential for excelling in this role.
• Demonstrated ability to collaborate effectively within teams, exhibiting consideration for colleagues' perspectives whilst contributing constructively towards shared objectives.
• Experience in configuring, installing, and supporting single-user workstation hardware and connectivity components is desirable for efficient problem resolution.
• Familiarity with methodologies for anticipating, recognising, and resolving technical issues enhances your capacity to deliver reliable support.
• Proficiency with desktop and server operating systems such as Windows 10 and Office 365 is highly advantageous; prior experience supporting applications within a legal environment is beneficial.
• Knowledge of video-conferencing systems and telecommunications support enables prompt resolution of communication technology matters within an enterprise context.
• Experience managing iOS and Android devices in professional settings supports mobile workforce requirements throughout the organisation.
• Competence with diagnostic utilities facilitates swift identification of root causes during complex troubleshooting scenarios.
• Understanding asset tracking procedures ensures accurate management of equipment inventory throughout its lifecycle within the office environment.
• A client-oriented approach characterised by approachability, professionalism, strong verbal and written communication skills, confidentiality awareness, prioritisation abilities, solution orientation, best practice sharing, precision in information processing.

What sets this company apart:

This global law firm distinguishes itself through its harmonious blend of international reach and local inclusivity. With offices spanning 17 time zones yet retaining the close-knit atmosphere characteristic of its London hub-where collegiality prevails-you will find yourself integrated into a truly communal workplace. The organisation's unwavering commitment to teamwork ensures that every appointment is regarded as a significant investment; your contributions will be valued not solely for technical competence but also for your ability to foster connections with others. The firm provides flexible working arrangements enabling you to balance personal commitments whilst advancing professionally. Comprehensive training programmes are available so you may continually expand your expertise alongside seasoned colleagues eager to impart their insights. Diversity is embraced here: professionals from varied backgrounds collaborate seamlessly on sophisticated matters shaping industries worldwide. Supportive leadership encourages growth at every stage of your career-rendering this an ideal environment if you value both professional development and authentic interpersonal relationships within your workplace.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates