IT Support Engineer

1 week ago

Leeds, Leeds, United Kingdom Flint Bishop Full time

Department:
IT

Location:
Leeds

Description
We are seeking a proactive and customer-focused
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 IT Support Engineer with experience in providing all levels of user support and system maintenance/upgrades.

Reporting to IT Infrastructure Manager, the IT Support Engineer will provide support services for approximately 400 staff located across six sites and remote locations.

Office Location: Leeds office with remote & onsite support as required to other offices.

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 software
  • New 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.

Essential
Skills, Knowledge and Expertise

  • Experience 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 & Desktops

*Disclosure 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 salary
  • Bonus potential
  • Great working environment at our Leeds offices
  • Career Development opportunities
  • 25 days holiday plus bank holidays
  • Options to buy & sell 1 week's holiday
  • 1 week's holiday carry over
  • Extra day off for your birthday
  • Staff card discount scheme for local shops
  • Social days and evenings on the firm
  • Staff discounts on legal services

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