Information Technology Support Specialist

Franklin Fitch; Paris; On-site; EUR 32,000 - 45,000; Full time

Job summary

Franklin Fitch in Paris is seeking an experienced 1st/2nd Line IT Support Technician to join our team, providing high-quality support to users within a legal-sector environment.

The role covers full 1st and 2nd line support for hardware, software, and legal tech, including iManage, Microsoft 365, Windows, Outlook, and Teams. You will resolve a wide range of IT issues, maintain documentation, and ensure timely ticket resolution while delivering a professional, customer-focused service.

Qualifications

• Previous experience in the legal sector is essential.
• Strong knowledge of iManage or similar legal document management systems.
• Good knowledge of Windows and Microsoft 365.
• Experience supporting Outlook, Teams and other business-critical applications.
• Excellent communication and customer-service skills.
• Experience working in a professional services or law-firm environment.

Responsibilities

• Provide 1st and 2nd Line IT support to users within a legal environment.
• Troubleshoot hardware, software, network and connectivity issues.
• Provide support for iManage and other legal applications.
• Troubleshoot document management and printing issues.
• Manage and resolve IT tickets within agreed SLAs.
• Set up and configure laptops, desktops and mobile devices.
• Manage user accounts, permissions and access.
• Deliver a professional, customer-focused support service.

Skills

1st/2nd Line IT Support

Customer service

Communication

Troubleshooting

Tools

iManage

Microsoft 365

Windows OS

Outlook

Teams

Job description

We're looking for an experienced 1st / 2nd Line IT Support Technician to join our team in Paris, supporting users within a legal-sector environment.

Previous experience working within the legal sector is essential

The Role

You'll provide high-quality 1st and 2nd Line IT support to users, resolving a wide range of technical issues across hardware, software, applications and legal technology

Key responsibilities:

• Provide 1st and 2nd Line IT support to users within a legal environment
• Troubleshoot hardware, software, network and connectivity issues
• Provide support for iManage and other legal applications
• Support Microsoft 365, Windows, Outlook and Teams
• Troubleshoot document management and printing issues
• Manage and resolve IT tickets within agreed SLAs
• Set up and configure laptops, desktops and mobile devices
• Manage user accounts, permissions and access
• Provide support to senior stakeholders and VIP users when required
• Escalate complex technical issues to the appropriate teams
• Maintain accurate IT documentation and knowledge-base information
• Deliver a professional, customer-focused support service
• Previous experience in a 1st/2nd Line IT Support role within the legal sector
• Strong knowledge of iManage or similar legal document management systems
• Good knowledge of Windows and Microsoft 365
• Experience supporting Outlook, Teams and other business-critical applications
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer-service skills
• Experience working in a professional services or law-firm environment