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 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 will encompass 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 technology landscape to ensure tailored support for all users. Success requires technical proficiency and refined interpersonal skills to enable effective collaboration within an inclusive team.

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

What you bring

To succeed, you should have demonstrable experience in IT support where collaboration was essential. Your background should include 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 further distinguish your candidacy. You should communicate clearly with users at varying levels of technical proficiency while maintaining confidentiality of sensitive information. A proactive, precise approach and an approachable demeanor help ensure clients feel supported. A genuine enthusiasm for learning and collaborating with colleagues is expected.

• A formal education in information technology and a genuine enthusiasm for technological advancement.
• Demonstrated ability to collaborate effectively within teams and contribute constructively to 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 in a legal environment is beneficial.
• Knowledge of video-conferencing systems and telecommunications support.
• Experience managing iOS and Android devices in professional settings.
• Competence with diagnostic utilities to identify root causes during troubleshooting.
• Understanding asset tracking procedures for equipment inventory.
• Client-oriented approach with strong communication, confidentiality awareness, prioritisation, and solution-oriented mindset.

What sets this company apart

This global law firm combines international reach with local inclusivity. With offices spanning 17 time zones while maintaining a London hub, the firm emphasizes teamwork, flexible working arrangements, comprehensive training, and diversity. Leadership supports professional growth and authentic interpersonal relationships within the workplace.

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

Date posted: 6 October 2025

Consultant: Charlie Douds