IT Support Technician

Title: IT Support Technician

Location:
Leeds The Position We are looking to recruit an IT Support Technician to provide a combination of first & second line helpdesk support, assisting with hardware and software problems via phone, email and in person for all HGF offices restoring service to the customer as quickly as possible. Provide informal 1-2-1 training to support users in using their equipment more effectively and where possible improve their knowledge and to provide self-support resolution wherever possible. HGF tries not to buy propriety software packages, preferring to create tailored systems in-house and because of this the IT team has direct access to business users when developing solutions. HGF’s main solution ‘Insite/Tempesta’ is used by 98% of the people in the business, this is a totally bespoke and multi-functional system relied on by the business and is written by the team. To ensure its effectiveness and efficiency, it requires constant updating. In addition to ongoing development tasks, there is a long road map of further development required by the business.

Key Responsibilities
• To provide 1st line technical support across all key applications, networks and desktops/laptops; answering support queries via phone, email, ticket system and in person
• To support users remotely and have the ability of making the user feel at ease and confident that their problem will be fixed
• To maintain a high degree of customer service for all support queries and adhere to all service management principles which require you to log and prioritise work tasks ensuring that each query is dealt with fairly and promptly
• To take ownership of user problems and be pro-active when dealing with user issues
• Respond to enquiries from users and help them resolve any hardware or software problems
• Support users in the use of computer equipment by providing necessary training and advice
• Escalate more complex calls that you are not able to deal with to the relevant IT team member, clearly identifying any documenting your troubleshooting steps, IT risks and proposed solution if applicable.
• Provide support to various software and services, including the internal HGF suite (Tempesta, eFiles and OCIS) and Microsoft suite of services
• Carry out daily systems checks, such as back up checks, ensuring scripts are run, checking MDM Policies are applied etc and reporting any issues to the IT Infrastructure and Operations Manager when necessary.
• Support of the IT environment, including end-user devices (laptops and iPhones), software and services, and contributing to proactive system improvement initiatives
• Monitor antivirus portal and resolve issues About You You will have experience working in a busy IT Service Desk or 1st Line Support environment, with a passion for delivering excellent customer service and resolving technical issues efficiently. Confident supporting users both remotely and in person, you are able to quickly diagnose problems, communicate clearly with non-technical colleagues, and take ownership of issues through to resolution. You will have hands-on experience supporting Microsoft 365 technologies, including Entra ID, Exchange, Teams, Intune, and Active Directory, alongside a strong understanding of Windows 11 environments, PC hardware, and common networking technologies. Comfortable working with ticketing systems and service level agreements, you have a methodical approach to troubleshooting, documenting your work, and escalating issues where appropriate. About HGF: HGF Limited is one of Europe’s largest intellectual property specialist firms offering a fully integrated IP solution, bringing over 200 Patent Attorneys, Trade Mark Attorneys and IP Solicitors together to provide a full-service IP solution. With 25 offices across the UK, Ireland, Germany, Netherlands, France, Switzerland & Austria, HGF’s Patent and Trade Mark Attorneys provide specialist technical and legal advice to blue chip organisations and small to medium businesses across the world. Many of our clients are household names and the work HGF does allows them to protect and exploit their inventions, new products and branding. Why move to HGF?
• HGF takes a transparent and merit-based approach to your career development, and you will have the opportunity to shape your long-term progression.
• We’re a firm with a focus on DEI (Diversity, Equality and Inclusion), with a staff led DEI Focus Group, affinity networks and a DEI Board sponsor.
• As a business we have a dedicated Learning and Development team focused on career long development of your skills along with a digital learning platform covering a wide range of content
• Benefits including our award-winning enhanced parental leave policy, 27 days holiday, bonus scheme and flexible working HGF Values People
- People matter. We treat people fairly, with respect and compassion. We foster a friendly, inclusive and enjoyable culture for everyone to prosper in. We invest in our people and offer appropriate coaching and training to assist with development and learning. We promote a healthy work-life balance. Progression is based on merit. Excellence – We strive to be the best. We pursue excellence in all our individual roles resulting in outstanding legal and technical advice for our clients. Our people are pragmatic, responsive and commercially minded. We do not presume but listen to understand so we can engage proactively and appropriately. Teamwork – We stand together. We work with our clients to protect their interests, and with each other as a mutually supporting firm. We value, appreciate and listen to others, regardless of role, recognising each individual’s particular blend of talent, skill and experience. We are individually and jointly accountable and take responsibility for our actions and decisions. Progressive – We innovate. We continually improve our services and processes through understanding, creativity, and investment. We evolve by taking opportunities and adopting new business procedures, unencumbered by historical structures or out-of-date attitudes. As a firm, we have an entrepreneurial spirit and encourage new thinking in our people.