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.