Overview

A distinguished global law firm is seeking a Second Line Support Engineer to join its London office, offering the opportunity to contribute to a highly respected and collegial team that values each individual’s expertise.

What you'll do

In the capacity of Second Line Support Engineer at this London office, you will sustain the daily operations of a diverse cohort of legal professionals. Your remit includes providing expert desktop technology support, resolving hardware and software challenges, facilitating onboarding for new colleagues, and collaborating with internal teams and external partners. You will uphold high standards of accuracy in issue resolution while cultivating positive client relationships through courteous service. You will engage in special projects and deepen your understanding of the firm’s technological landscape to ensure users receive tailored support. Success requires technical proficiency and refined interpersonal skills to enable harmonious collaboration within an inclusive team setting.

• Deliver second level resolution for technical issues and provide desktop technology support to internal clients, ensuring timely and effective solutions for both routine and complex matters.
• Engage directly with callers to address information system concerns or escalate them per established protocols, maintaining exemplary client service.
• Install personal computers and associated hardware, investigate equipment malfunctions, and undertake minor repairs to uphold office functionality.
• Facilitate new joiner onboarding by preparing workstations and ensuring systems are operational for incoming staff.
• Liaise with external vendors and internal technical services teams to resolve telecommunications, video-conferencing, network, systems, and related hardware issues efficiently.
• Utilise advanced technical tools and expertise to meet or surpass performance expectations set by the Desktop Services Group.
• Cultivate an understanding of the firm’s computing environment and relevant quality management processes for IT support.
• Apply collaborative methodologies when engaging with individuals and groups to foster constructive relationships across the office.
• Employ application systems necessary for delivering services to internal clients, ensuring seamless daily operations across departments.
• Participate in special projects as assigned by supervisors, contributing your proficiency to initiatives that enhance IT service delivery.

What you bring

To excel as a Second Line Support Engineer within this eminent law firm’s London office, you will have demonstrable experience in IT support roles emphasizing collaboration. Your background should reflect hands-on work with desktop technologies—particularly Windows 10 and Office 365—and familiarity with hardware installation or troubleshooting. Experience supporting mobile devices (iOS/Android), video-conferencing systems or telecommunications infrastructure will distinguish your candidacy. You must communicate clearly with users at varying levels of technological proficiency while maintaining strict confidentiality. A precise, client-focused approach and a collaborative, inclusive mindset are essential for continued professional growth within the team.

• A formal education in information technology and a genuine enthusiasm for technological advancement is essential.
• Demonstrated ability to collaborate effectively within teams and contribute constructively towards shared objectives.
• Experience configuring, installing, and supporting single-user workstation hardware and connectivity components.
• Familiarity with methodologies for anticipating, recognizing, and resolving technical issues.
• Proficiency with desktop and server operating systems such as Windows 10 and Office 365; prior experience supporting applications within a legal environment is beneficial.
• Knowledge of video-conferencing systems and telecommunications support for prompt resolution of matters.
• Experience managing iOS and Android devices in professional settings.
• Competence with diagnostic utilities to identify root causes during complex troubleshooting.
• Understanding asset tracking procedures for effective equipment inventory management.
• A client-oriented approach with strong verbal and written communication, confidentiality awareness, prioritization, and solution-oriented mindset.

What sets this company apart

This global law firm blends international reach with local inclusivity. With offices across 17 time zones yet a London hub that emphasizes collegiality, you will be part of a communal workplace. The firm prioritises teamwork, flexible working arrangements, comprehensive training programs, and a diverse, inclusive culture. Leadership supports growth at every stage, making it an ideal environment for professional development and authentic interpersonal relationships.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates

About the job

• Contract Type: Permanent
• Focus: IT Support
• Workplace Type: On-site
• Experience Level: Associate
• Location: London
• Specialism: Technology & Digital
• Industry: Legal
• Salary: £30,000 - £40,000 per annum

Job Reference: XLMMUM-D325D76D

london information-technology/it-support 2025-10-06