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About the role:
Our internal IT Support team plays an essential role within a fast paced and demanding environment, keeping the business running on a day-to-day basis. We are looking for an enthusiastic, communicative, and driven individual who will help deliver first, second and elements of third line IT support both face-to-face, via tickets and phone calls. Working within the IT Escalation team, this person will not only work on more technical/complex IT Support issues but also assist with IT projects, procurement, hardware and closely with other teams within the IT department.
This is a very varied role and requires someone enthusiastic and willing to handle and own tasks to a high standard.


Key responsibilities:

• Act as an escalation point for the internal IT Support team.


• To deliver IT support to a varied user base of over 800 users including fee earners and VIPs


• To help with new starter inductions, become an application super user and provide training to users


• To adhere to and assist in creation of IT processes and daily tasks.


• Work within a shift rotation (between 0700-1900 Mon-Fri) and provide out of hours support (24/7) on rotation


• Home office will be Romford with a rotation working at site and from home with occasional City visits

Skills and experience:

• Excellent working knowledge of Windows 10, Office 365, and desktop/laptop imaging (Microsoft AutoPilot)


• Working experience of Active Directory / Azure Active Directory and Exchange


• Knowledge of MS SharePoint online


• Take initiatives and provide inputs for process improvements within the team to enhance efficiency.


• Basic network trouble shooting skills desirable


• Creating & updating knowledge base articles & technical documentation as required


• Positive can-do attitude and approach to working within an existing IT team, in a company that has a strong and friendly culture


• Knowledge of service management methodologies (ITIL), ITSM tools & Processes


• Previous experience in a Technical Support Specialist role


• Technically capable, able to demonstrate excellent troubleshooting skills

Desirable Skills

• Knowledge of Citrix, Windows Operating Systems, Microsoft 365


• Knowledge of telephony/voice based systems


• Experience of working within a professional services environment


• Experience of accountancy applications and Worksite DMS


• Understanding of Information Security standards