2nd/Second Line Support IT Engineer

Second Line Support IT Engineer Salary: £28,000 - £32,000 per annum, dependent on Experience Location: Birmingham (with travel to other offices as required) ________________________________________ My Client is seeking a proactive and technically skilled Second Line IT Engineer to join our growing IT team. The successful candidate will prove high-quality second-line technical support across the firm, resolving more complex IT issues, maintaining infrastructure, and supporting the delivery of IT projects. Working closely with the Head of IT, you will help ensure our systems remain secure, reliable and efficient, enabling our staff to provide an exceptional service to clients.

Key Responsibilities

Second line technical support

• Act as the escalation point for technical issues that cannot be resolved by first-line support
• Diagnose and resolve hardware, software, operating system and application issues
• Troubleshoot networking, printer, telephony and remote access problems
• Support Microsoft Windows desktop environments and Microsoft 365 applications
• Install, configure and maintain desktops, laptops, mobile devices and peripherals
• Maintain accurate documentation within the IT service desk system Infrastructure & Systems Support
• Assist with the administration and maintenance of the firms' servers, network and cloud infrastructure
• Support Active Directory and Microsoft Entra ID user administration
• Assist with Microsoft 365 administration, including Exchange Online, Teams, SharePoint and OneDrive
• Support software deployments, operating system upgrades and routine maintenance
• Assist with backup solutions, disaster recovery processes and business continuity planning
• Support Mobile Device Management (MDM) and endpoint management solutions Security & Compliance
• Apply security updates and software patches
• Assist in monitoring security alerts and responding to incidents
• Ensure IT systems operate in accordance with firm policies, GDPR and Cyber Essentials requirements
• Promote good cyber security practices throughout the firm Projects
• Support infrastructure improvements and IT projects
• Assist with office moves, hardware refreshes and technology rollouts
• Work with third-party suppliers to resolve technical issues Customer Service
• Deliver professional and friendly support to colleagues across the business
• Keep users updated throughout the lifecycle of support requests
• Produce technical documentation and user guides where appropriate
• Provide occasional user training on new systems and technologies Continuous Improvement
• Identify recurring issues and recommend permanent solutions
• Contribute to improving IT processes and documentation
• Keep technical knowledge current through continuous professional development

Person Specification

Essential

• Previous experience providing second-line IT support
• Strong knowledge of Windows 10/11 and Microsoft
• Experience supporting Active Directory, Microsoft Entra ID, Exchange Online and Teams.
• Good understanding of networking fundamentals (TCP/IP, DNS and VPN)
• Experience supporting desktops, laptops, printers and mobile devices
• Excellent troubleshooting and problem-solving skills
• Strong communication and customer service skills
• Ability to manage competing priorities effectively
• Full UK driving license and willingness to travel to other offices when required.

Desirable

• Experience within a legal or professional services environment
• Knowledge of Microsoft Intune and endpoint management
• Experience supporting Hyper-V or VMware
• Knowledge of backup and disaster recovery technologies
• IT certifications such as Microsoft, CompTIA or ITIL Reporting Line
• Reporting to the Head of IT Working With Us The salary for this position is dependent on experience. We will offer ongoing training and support to develop your career as part of a strong and growing multi-office team. Our offices are friendly, working entirely paperless with recent significant investment in modern IT to enable you to work proficiently. We offer a great package of annual leave to ensure you get enough time away from work. Our annual leave for this role provides 23 days (plus bank holidays / Christmas and New Year). We review annual leave and increase with service. Employee Benefits
• Competitive base salary.
• Pension Scheme with employer contribution.
• Additional Birthday Leave.
• Electric Vehicle Scheme.
• Optional Benenden Health Care.
• Administrative support.
• Firm laptop.
• Ongoing training and development.
• Supportive supervision from mentors.
• Annual appraisals and salary reviews.
• Bi-annual parties for Summer and Christmas.
• Additional perks and benefits.
• Competitive training packages. We have a dedicated in-bound telephony team to take calls and messages for our fee earners. Lawyers also have the benefit of dictation and support staff to assist in easing the pressure and enabling efficient working. We are a multi-office, multi-service Legal 500 and Chambers & Partners firm recognised for excellence in a variety of legal fields