1st & 2nd Line Support Engineer

Department: IT

Employment Type: Permanent - Full Time

Location: Derby, UK

Description

We are seeking a proactive and customer-focused 1st & 2nd Line IT Support Engineer to join our in-house IT team.

You will play a key role in delivering high-quality technical support to our lawyers and support services departments, ensuring smooth day-to-day operations across the firm.

This role will suit someone who thrives on problem-solving, takes pride in excellent customer service, and has the technical grounding to support and resolve a wide range of issues across hardware, software, and core business applications.

We are looking for an ambitious and hard-working 1st & 2nd Line IT Support Engineer with experience in providing all levels of user support and system maintenance/upgrades.

Reporting to IT Infrastructure Manager, the 1st & 2nd Line IT Support Engineer will provide support services for approximately 400 staff located across six sites and remote locations.

Office Location: Derby head office with remote & onsite support as required.

Key Responsibilities

• Act as the first and second point of contact for IT incidents and service requests, via phone, email, and in-person.
• Diagnose and resolve hardware, software, and networking issues within SLA timeframes.
• Escalate complex issues to infrastructure engineers or third-party suppliers as necessary, ensuring timely resolution.
• Support and maintain end-user devices including Windows desktops, laptops, and mobile devices.
• Specification and ordering of IT hardware and software
• New user set up and upgrades.
• Assist with account administration in Active Directory, Microsoft 365, and other systems particularly in relation to starters/movers/leavers.
• Maintenance of IT asset management records.
• Provide support for Microsoft-based technologies including Windows 10/11, Microsoft 365, Teams, SharePoint, and Exchange Online.
• Support core legal applications (document management, case management, time recording, etc.) ensuring users remain productive.
• Troubleshoot connectivity issues across wired and wireless networks.
• Assist in monitoring and maintaining infrastructure built on Nutanix HCI and Citrix.
• Contribute to IT documentation, knowledge articles, and asset management records.
• Provide support during system upgrades, deployments, and firmwide IT projects.
• Deliver excellent customer service, maintaining a professional and approachable manner at all times.

Skills, Knowledge and Expertise

Essential

• Experience in a 1st or 2nd line IT support role, ideally within a professional services or law firm environment.
• Strong knowledge of Microsoft Windows operating systems and Microsoft 365.
• Good understanding of Active Directory, Group Policy, and Exchange Online administration.
• Experience supporting end-user devices (PCs, laptops, mobile devices, printers, AV).
• Strong troubleshooting and problem-solving skills with a structured approach.
• Excellent communication and customer service skills, able to support users at all levels.
• Ability to manage multiple issues, prioritise and work under pressure.
• Exposure to Citrix Virtual Apps & Desktops

Disclosure will be required in the event that a position is offered. Financial checks will be required in the event that a position is offered.

Benefits

What we offer?

• Competitive salary
• Bonus potential
• Great working environment at our Derby head offices
• Car parking provided by the firm
• Career Development opportunities
• 25 days holiday plus bank holidays
• Options to buy & sell 1 week’s holiday
• 1 week’s holiday carry over
• Extra day off for your birthday
• Staff card discount scheme for local shops
• Social days and evenings on the firm
• Staff discounts on legal services