1st & 2nd Line Support Engineer

Flint Bishop Solicitors; Derby; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A law firm in Derby is seeking a proactive 1st & 2nd Line IT Support Engineer to join their IT team. This role involves providing technical support to staff, resolving issues related to hardware, software, and networking. Ideal candidates should have experience in IT support, strong knowledge of Microsoft systems, and excellent communication skills. A competitive salary and various benefits are on offer, including career development opportunities.

Benefits

Competitive salary

Bonus potential

Great working environment

Career Development opportunities

25 days holiday plus bank holidays

Extra day off for your birthday

Qualifications

• 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.
• Ability to manage multiple issues, prioritise and work under pressure.

Responsibilities

• Act as the first and second point of contact for IT incidents.
• Diagnose and resolve hardware, software, and networking issues.
• Support and maintain end-user devices including desktops and laptops.

Skills

1st or 2nd line IT support experience

Strong knowledge of Microsoft Windows

Good understanding of Active Directory

Strong troubleshooting skills

Excellent communication skills

Tools

Microsoft 365

Citrix Virtual Apps & Desktops

Job description

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