IT Technician

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. This role requires a proactive and customer-focused approach, ensuring minimal disruption to the firm's operations and enabling our staff to work effectively with technology.Key Responsibilities: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 2nd and 3rd line support to ensure swift resolution.Maintain accurate records of all incidents, service requests, and resolutions using the firm's IT Service Management system.Ensure all support requests are logged, prioritised, and managed in line with agreed Service Level Agreements (SLAs).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.Requirements: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).Excellent problem-solving skills with the ability to troubleshoot and resolve technical issues efficiently.Strong customer service skills with a professional and approachable manner.Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.Ability to work effectively in a fast-paced, team-oriented environment.ITIL Foundation certification or equivalent is desirable but not essential.