IT End User Support Technician

Role profile

Osborne Clarke are seeking a Level 2 End User Support Technician to join our IT Service Desk in Bristol. You’ll be part of the frontline of tech in a modern, international law firm, handling escalations from Level 1, getting hands‑on with devices and legal applications, and supporting our lawyers and business teams both at the Service Desk and Deskside. This is a permanent role based on‑site in Bristol, working 35 hours per week (09:00–17:00) with flexibility to meet deadlines and support corporate events, with occasional travel to other Osborne Clarke locations.

As a key member of the IT Service Desk team, you will deliver consistently excellent support across multiple sites, working within SLAs and championing a service‑provider mindset. You’ll balance hands‑on technical troubleshooting with clear communication, documentation and continuous improvement.

• Act as a Level 2 escalation point for complex incidents and requests.
• Support users via phone, email, remote tools and in person (including our “Guru Bar”).
• Troubleshoot Windows 11, Office 365, Active Directory, Exchange, iOS, legal applications and common hardware/network issues.
• Support core law firm systems such as iManage, Intapp Time/Risk, Big Hand, Contract Express, Elite 3E and Docu Sign.
• Manage device onboarding/offboarding, AD changes, mailbox/admin tasks and software deployment.
• Support day‑to‑day management and technical setup of meeting rooms and boardrooms, including AV/VC equipment, basic troubleshooting, and ensuring all room technology is operational.
• Build, configure and deploy laptops, PCs, mobiles and tablets (Lenovo or equivalent) using SCCM and Intune.
• Assist Level 3 support with proactive maintenance tasks across all services and applications, including scheduled checks and updates.
• Monitor equipment stock levels and alert management when replenishment is required.
• Maintain accurate hardware and software asset details in the asset database.
• Support print, copy and scan environments and print management solutions, ideally including Xerox MFDs.
• Use Service Now (ITSM Tool) to manage tickets, contribute to knowledge articles and spot recurring issues.
• Act as a bridge between L1 and L3 ITS teams in a secure, ITIL‑aligned environment.
• Identify opportunities to improve processes and maximise the return on investment in technology.
• Operate with heightened awareness of elevated access permissions and Information Security, following policy and best practice (e.g. AV, web filtering, VPNs).
• Keep up to date with advances in software and hardware to serve as a trusted advisor to users.

• Technical support experience in a Microsoft environment:
  Windows 11, Active Directory, Office 365, Microsoft Office and Exchange.
• Experience using ITSM tools (such as Service Now) with a focus on timely incident handling and management.
• Proficiency in building, imaging and rolling out laptops (Lenovo or equivalent) and supporting iPad/iPhone devices.
• Experience with SCCM and Intune for endpoint build, software deployment and device management.
• Knowledge of print/copy/scan and print management solutions.
• Exposure to professional services; experience with legal applications advantageous.
• Familiarity with iManage, Big Hand digital dictation, Interaction CRM and Elite PM.
• Strong customer service ethic, clear communication and a collaborative approach; able to work autonomously and prioritise effectively.
• Logical, methodical problem‑solving with a focus on meeting or exceeding SLAs.
• Awareness of Information Security principles.
• ITIL certification preferred (or equivalent understanding).

We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.

Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision‑making. We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment…