it system engineer

Team Structure

An IT Service Engineer is essential for maintaining an organisation's IT systems by diagnosing, troubleshooting, and resolving technical issues across hardware, software, and networks. Their role involves installing software, setting up hardware, conducting maintenance, and ensuring security measures. Collaborating with IT teams, they communicate technical concepts clearly to non-technical users, document solutions, and contribute to a seamless IT operation, ultimately enabling efficient workflow and minimising end user disruption.

Main Responsibilities

• Diagnosing, troubleshooting, and resolving technical problems across hardware, software, and network components to ensure smooth operations.
• Support routine updates, patches, and system checks to maintain optimal performance and security of IT infrastructure.
• Install, set up, and configure software applications, operating systems, and hardware devices to meet the Business needs.
• Provide assistance with hardware-related issues, including setting up new devices, diagnosing faults, and coordinating repairs or replacements.
• Offer technical assistance to end-users and clients, guiding them through technical challenges, and effectively communicating complex concepts to non-technical individuals.
• Implement and monitor security protocols, such as firewalls, antivirus software, and access controls, to safeguard sensitive data and prevent cybersecurity threats.
• Maintain accurate records of technical issues, solutions, and procedures, contributing to a comprehensive knowledge base for efficient problem-solving in the future.
• Work closely with other IT teams including the global IT Service Engineer community, to coordinate efforts, share expertise, and ensure seamless IT operations within the organisation.
• Ensure all ServiceNow incidents and requests are actioned, kept up to date and that the end user is informed of status.
• Provide a mixture of desk side support, remote support and static support on the TechBar in-line with operational needs.
• Provide assistance as a project resource, as and when required.
• Identify, inform and escalate any patterns or trends of calls in a timely manner to the IT Service Lead or Service Management team.
• Use suppliers and vendors as a source of escalation to resolve problems.
• Support firm events that require an engineer on hand for AV set up and troubleshooting when required.

Attributes/Skills Required

• Previous experience within a legal partnership or professional services environment
• Experience of supporting and using Windows 10, Office 365 and Exchange
• Familiarity with help desk software (such as ServiceNow)
• Experience of supporting mobile devices using an MDM solution
• FileSite experience - client-side troubleshooting, how do I’s, and awareness of import and exporting data.
• Experience of supporting legal applications such as Worksite, Big-Hand, time recording, Intapp Time and Expert, amongst others
• SCCM experience - application deployment and troubleshooting experience of Virtual desktops and VPN technologies
• Experience of Microsoft Azure Active Directory and Intune.
• Experience of PC, laptop, printer, network troubleshooting
• Experience of AVMI / Video Conferencing
• Customer-focussed with excellent communication and inter-personal skills
• Team-oriented with the ability to deal with tasks effectively
• Strong organisational skills and the ability to juggle a constantly changing workload
• Able to work under pressure and prioritise conflicting demands
• Aptitude for problem-solving and documenting the solution
• Ability to develop and maintain good working relationships with both internal and external clients
• Flexible, in that you are able to travel to other offices when required to do so

This job description is indicative only and does not represent an exhaustive list of responsibilities. The firm reserves the right to alter or change the responsibilities at any time, in line with the firm's strategy and business needs.