First Line Support

Job Title: First Line Support Technician Salary: £25,000 - £29,000 Industry: Legal Location: London/Hybrid Type: Full-Time About the Role You will be part of a collaborative IT team responsible for maintaining and supporting the organisation’s IT, IS, and telecoms systems. Your day-to-day responsibilities will include providing first-line technical support to approximately 200 users, resolving issues efficiently, maintaining IT systems, and assisting with hardware/software installations and IT projects. Key Responsibilities Provide first-line technical support for hardware, software, and peripheral devices Log and manage support requests, keeping users updated on progress and outcomes Troubleshoot and resolve issues within established SLAs Escalate complex issues appropriately while ensuring continuity of service Support account management and ensure adherence to security protocols Conduct daily system health checks and address any identified issues Assist with installation, setup, and maintenance of IT equipment Ensure meeting room IT systems are fully operational Monitor and manage inventory of IT peripherals Participate in team projects and contribute to process improvements Adhere to internal IT policies and procedures Skills Needed: Previous experience in an IT support/helpdesk role Windows 10, Office 365 (including Teams), Outlook 365 Understanding of networking fundamentals (TCP/IP, DNS, Active Directory) Familiarity with Exchange 365 and Azure AD PC/laptop hardware support and build processes Basic AD tasks (e.g. user creation, group management) Experience using remote and on-premises support tools Knowledge of Anti-virus, SPAM and malware systems Printer/scanner troubleshooting General awareness of cyber security Strong understanding of ITIL principles and service desk processes Research indicates that men will apply to a role when they only meet 50-60% of the descriptions, however, when looking at women and other minority groups, they can look for up to a 99% match in order to apply to a role. If you feel you are a fit for our role, please still apply, don’t worry if you don’t tick every single box. We’d still love to hear from you. We encourage underrepresented talent to apply to all our roles & support accessibility needs’.