As an IT Technician , you will be the first point of contact for all IT-related issues and queries within the firm. You will provide timely and efficient technical support, troubleshoot problems, and assist in maintaining the firm's IT infrastructure. Provide technical support at 1st-3rd line level for all IT-related incidents and service requests via telephone, email, and in person.
Diagnose and resolve hardware and software issues for desktops, laptops, printers, mobile devices, and other IT equipment.
Assist with the setup and configuration of new hardware, software installations, and user account management.
Escalate complex issues to the appropriate teams and work closely with other members in the IT team to ensure swift resolution.
Maintain accurate records of all incidents, service requests, and resolutions using the firm's IT Service Management system.
Provide user training and guidance on IT systems and software applications, including Microsoft Office, document management systems, and legal-specific software.
Contribute to the development and maintenance of IT documentation, knowledge base articles, and support guides.
Assist in the rollout of IT projects, including upgrades and new system implementations.
Follow IT security protocols and assist in the enforcement of IT policies to protect sensitive data and ensure compliance with data protection regulations.
Previous experience in a similar IT support or service desk role, ideally within a law firm or professional services environment.
Strong knowledge of Windows operating systems, Office 365, and Active Directory.
Experience with remote support tools and basic networking troubleshooting (TCP/IP, DNS, DHCP).
ITIL Foundation certification or equivalent is desirable but not essential.