Support Engineer

1st / 2nd Line IT Support Analyst
- *** Legal experience needed***

Location: London - Hybrid working

Sector: Global Law Firm

A global law firm based in London is seeking a 1st / 2nd Line IT Support Analyst to join its established IT team. This role is ideal for a customer-focused IT professional who enjoys working in a fast-paced, professional services environment and delivering high-quality support to end users.

You will provide 1st and 2nd line support to legal and business services staff, handling incidents, service requests, and escalations while maintaining a high standard of customer service. This is a hands‑on, onsite role requiring strong communication skills, technical capability, and attention to detail.

• Provide 1st and 2nd line support for end‑user hardware, software, and applications.
• Troubleshoot issues across Windows 10/11, Microsoft 365, and Active Directory environments.
• Support laptops, desktops, mobile devices (iOS), printers, and peripherals.
• Log, manage, and resolve incidents and service requests via an ITSM tool (Service Now, Zendesk or similar).
• Support Microsoft 365 applications including Outlook, Teams, One Drive, and SharePoint.
• Assist with onboarding and offboarding of users, including device setup and access provisioning.
• Troubleshoot and support document management and legal applications (e.g. iManage or similar).
• Provide AV and video conferencing support (Teams, Zoom, Webex).
• Maintain accurate IT asset records and assist with hardware refresh projects.
• Escalate complex issues to senior IT staff or third‑party vendors as required.

• Previous experience providing 1st / 2nd line IT support in a professional services environment (legal sector preferred).
• Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory.
• Experience with an ITSM / ticketing system (Service Now, Zendesk or similar).
• Exposure to document management systems such as iManage.
• Excellent customer service and communication skills.
• Ability to work onsite in a demanding, customer‑facing environment.

• Join a global law firm with a collaborative and professional culture.
• Gain exposure to legal technologies and enterprise IT environments.
• Develop your skills in a visible, user‑facing support role.

Apply if you're keen and have previous legal experience