2nd Line Support Engineer

Why is this role important and how does it fit into the team, department & wider firm? To provide desktop support on an award winning service desk to over 900 firm colleagues working remotely or within our 5 office locations, dealing with incidents or service requests that have been escalated from the 1st line team. The majority of the role will involve troubleshooting and resolving incidents 'in person' at a colleague's desk or working area, therefore excellent interpersonal and communication skills are required. What is the working practice for this role? The firm operates a set of core principles that guides our working practice as we journey out of the restrictions put in place because of the pandemic. It's called 'One Firm, Wherever You Are'. You might have enjoyed working from home and are keen to continue. Others may be eager to return to the office. Some of you might want to split your time between the two. Our approach enables you to choose where you work where business and client demands allow. This approach:

• + fits with our values and personality + will enhance our performance through greater flexibility + advances our ambitions as an inclusive employer - helping you better balance work and family/life commitments + offers opportunities to reduce our carbon footprint (travel, office services etc.), a key ambition underpinning our corporate sustainability plan
  
  
• An excellent team player and also has the ability to work independently
• Ability to effectively prioritise and execute tasks in a high pressure environment
• Proven analytical and problem-solving abilities
• Good organisational skills and time management
• Experience of working within a legal organisation IT team
• A positive 'can do' attitude and the ability to adapt to change
• The desktop support team operates a shift system, covering between 8.00am and 5.30pm.Weekend and out of hours working may be required in support of project implementations or office moves etc.