First Line Support

First Line Support Engineer - London

We’re looking for a proactive and customer-focused 1st Line Support Engineer to join our IT team in London.

This is a fantastic opportunity to play a key role in delivering efficient, high-quality IT support across the firm, ensuring smooth day-to-day operations and excellent service to all users.

About the Role

As a 1st Line Support Engineer, you’ll be the first point of contact for IT support queries, providing professional and responsive assistance to Partners, fee earners, and business support teams. You’ll handle a wide range of technical issues, from troubleshooting hardware and software to configuring devices and maintaining infrastructure systems.

Working as part of a collaborative and knowledgeable IT team, you’ll help maintain a stable and secure IT environment, contributing to the continual improvement of systems and services in line with ITIL best practices.

Your Responsibilities Will Include:

• Providing responsive 1st line support and resolving IT issues efficiently in line with SLAs.
• Installing, configuring, and maintaining laptops, desktops, and related peripherals.
• Setting up and supporting company mobile devices.
• Investigating, resolving, and escalating incidents as required.
• Ensuring all incidents are logged accurately and managed through to resolution.
• Monitoring internal networks, infrastructure, and hosting systems, identifying and addressing potential issues before they impact service.
• Supporting the implementation and delivery of IT improvement projects.
• Taking proactive action on information security matters in collaboration with the Service Desk Team Leader.
• Implementing changes following IT change management procedures.
• Providing advice and guidance to users on IT products, services, and best practices.
• Performing regular maintenance tasks and ensuring compliance with firm-wide procedures and security standards.
• Adhering to Health and Safety policies and promoting best practice in all aspects of IT service delivery.

What We’re Looking For

• Experience working in an IT service environment delivering front-line support.
• Strong technical knowledge of desktop support, including Windows 10 and related hardware.
• Understanding of Microsoft Server environments (2016+).
• Familiarity with Active Directory, Group Policy, DHCP, DNS, and system administration.
• Experience supporting Microsoft 365, Azure, and Office applications (Word, Excel, PowerPoint, Outlook).
• Knowledge of VMware or similar virtualisation technologies.
• Awareness of antivirus procedures, IT security, and change management processes.
• Excellent customer service and communication skills, with a calm and professional approach.
• Strong problem-solving and troubleshooting skills, with the ability to work logically and efficiently.
• Good organisational and time management skills, with the ability to prioritise tasks effectively.
• A collaborative and adaptable team player, keen to learn and contribute to continuous improvement.

What We Offer

• 22 days’ holiday plus bank holidays (increasing with length of service).
• Pension scheme and life assurance.
• Access to flexible benefits.
• Ongoing professional training and development opportunities.
• A supportive, inclusive, and technology-driven working environment.

If you’re an enthusiastic IT professional with a passion for problem-solving and delivering excellent service, we’d love to hear from you.