Desktop Support Engineer

Thorntons Law LLP; Glasgow; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid Working

Private Medical Insurance

Contributory Pension Scheme

Cycle to Work

Job summary

Thorntons Law LLP is seeking a Desktop Support Engineer to provide advanced desktop and workplace technology support across our offices. You will resolve complex issues, deploy new technology, and assist with office moves while delivering excellent customer service.

The role requires hands-on experience with Windows 11, Microsoft 365, Entra ID, AD and Intune, plus strong communication with end users and stakeholders. Hybrid working with four days in the office is required.

Qualifications

• Experience in desktop support or technical support in a professional services or corporate setting.
• Strong hands-on experience with Windows 11 and Microsoft 365 apps (Teams, Outlook, OneDrive).
• Knowledge of Entra ID, AD and Intune, plus device lifecycle management.

Responsibilities

• End-User Support & Service — first/second-line support for hardware, software, devices and apps.
• Office & Technology Support — main IT contact for locations, desk setups, moves, changes.
• Microsoft & Workplace Technology — support Windows 11, M365, Teams, Outlook, OneDrive, Entra ID, AD, Intune.
• Meeting Rooms, AV & Mobile Technology — provisioning and lifecycle management.
• Onboarding/Offboarding & Deployment — device provisioning and access management.

Skills

Windows 11 support

Microsoft 365 administration

Customer service

Stakeholder management

Troubleshooting

Education

Higher education qualification or equivalent

Tools

Microsoft Entra ID

Active Directory

Microsoft Intune

Teams Rooms

AV equipment

Job description

At Thorntons Law, every moment matters. Join us as A Desktop Support Engineer and you’ll feel inspired. You’ll feel connected. You’ll feel like you belong. And it all begins from the moment you join us.

That’s because we’ve created a different kind of law firm. Here, you’ll build relationships with clients and colleagues that really last. You’ll help shape what happens now, and what comes next. And we’ll support and encourage you to be the best you can be.

This is what life at Thorntons is all about. And this is your moment to be part of it.

About the role

At Thorntons, technology plays an essential role in helping our people work effectively, wherever they are. As our Desktop Support Engineer, you’ll provide advanced technical support and advice across our offices, helping ensure our people have a reliable, secure and consistent technology experience.

You’ll act as a key IT contact for your assigned locations, supporting end users, local stakeholders and wider IT teams across desktop technology, Microsoft 365, mobile devices, meeting rooms, AV and local IT infrastructure.

From resolving complex technical issues and supporting new technology deployments to helping with office moves, onboarding and major meetings, you’ll combine hands-on technical expertise with a strong focus on customer service and continuous improvement.

You’ll have the opportunity to take ownership of issues, build strong relationships across the firm and help shape a high-quality technology experience for our people.

It’s about:

• End-User Support & Service - providing first and second-line support for hardware, software, devices, peripherals, mobile technology and applications; managing tickets through to resolution; and keeping users informed throughout.
• Office & Technology Support - acting as the main IT contact for assigned locations, conducting regular site visits and technology health checks, supporting local infrastructure and coordinating desk setups, office moves and technology changes.
• Microsoft & Workplace Technology - supporting Windows 11, Microsoft 365, Teams, Outlook, OneDrive and Office applications, as well as Microsoft Entra ID, Active Directory and Microsoft Intune.
• Meeting Rooms, AV & Mobile Technology - supporting Microsoft Teams Rooms, meeting room technology, AV equipment and corporate mobile devices, including provisioning, configuration and lifecycle management.
• Onboarding, Offboarding & Technology Deployment - supporting account provisioning, device deployment, access management and new starter IT inductions, alongside device refreshes, replacements and technology rollouts.
• Troubleshooting & Continuous Improvement - investigating technical issues, identifying root causes and recurring problems, and using service trends and user feedback to improve technology, processes and the overall user experience.
• Collaboration & Stakeholder Support - building effective relationships with users, local stakeholders, suppliers and wider IT teams; communicating technical information clearly; and collaborating to resolve issues and deliver effective business outcomes.
• Security, Risk & Compliance - supporting device security, patching, endpoint compliance and vulnerability remediation; identifying and escalating technical risks; and ensuring IT policies, security controls and governance standards are followed.
• Knowledge Sharing & Team Contribution - sharing technical expertise, maintaining accurate documentation and knowledge articles, and helping strengthen capability across the wider IT team.
• Ownership & Service Excellence - taking responsibility for issues through to resolution, exercising sound judgement when dealing with complex or high-impact incidents, and balancing service quality, deadlines and business priorities.

What you’ll need

• At least two years’ experience in a desktop support, technical support or similar IT role, ideally within a professional services or corporate environment.
• Strong hands-on experience supporting Windows 11 desktop environments and Microsoft 365 applications, including Teams, Outlook, OneDrive and Office.
• Experience administering Microsoft Entra ID, Active Directory and Microsoft 365, with knowledge of user, group, mailbox and access management.
• Experience with Microsoft Intune, endpoint compliance, device configuration, application deployment and device lifecycle management.
• Experience supporting meeting room technology, Microsoft Teams Rooms, AV equipment, printers, peripherals and mobile devices.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP and Wi-Fi, with an ability to troubleshoot connectivity and workplace technology issues.
• Strong analytical and troubleshooting skills, with the ability to investigate complex problems, identify root causes and develop practical solutions.
• Excellent customer service, communication and stakeholder management skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• Strong organisation and prioritisation skills, with the ability to manage multiple requests, work to agreed service levels and maintain accurate records and documentation.
• A proactive, flexible and solutions-focused approach, with a strong sense of ownership, accountability and attention to detail.
• Willingness to travel between Thorntons offices as required, with the flexibility to support major meetings, events and executive sessions when needed.
• A higher education qualification or equivalent experience would be desirable.
• This role requires you to work in the office four days a week.

Why this role

• Make a real difference - provide technology support that directly helps our people work effectively and deliver for our clients.
• Be the technical expert - take ownership of complex desktop and workplace technology challenges and become a trusted source of technical advice.
• Work across the firm - build relationships with colleagues, stakeholders and IT specialists across our office network.
• Work with modern technology - gain hands-on experience across Microsoft 365, Intune, Entra ID, Teams Rooms, mobile technology and the wider workplace technology environment.
• Keep improving how we work - identify recurring issues, improve processes and contribute ideas that make technology easier, more reliable and more effective.
• Share your expertise - support colleagues, share knowledge and help strengthen the capability of the wider IT team.

What we offer

We offer much more than just a competitive salary, and we’re committed to looking after our people in every way. Here’s just some of the benefits available:

• 39 Days Annual Leave (includes 5 fixed public holidays)
• Contributory Pension Scheme with salary exchange
• Private Medical Insurance
• Critical Illness Cover
• Income Protection Cover
• Group Life Assurance
• Exceptional maternity, paternity, partner and adoption leave packages
• Health care cash plan to support everyday health expenses
• Free Legal fees for moving home and life planning
• Cycle to Work Scheme
• Retail Discounts
• Hybrid Working (although 4 days a week in the office is required for this role)

Access to a wide range of opportunities to build your expertise and advance your career, through courses, specialist accreditations, training, or business skills development.

Belonging

At Thorntons, we embrace diversity and are committed to creating a welcoming and inclusive workplace where everyone can thrive.

As a Disability Confident employer, we want to ensure that everyone has a positive experience when applying to join us. If you have a disability or are neurodivergent and need any adjustments during the recruitment process, just let us know - we’ll do everything we can to support you.

We work flexibly to meet the needs of our clients and our people. While not every role is the same, most offer a hybrid working pattern. We’ll work with you to agree the right arrangement that supports you, the role, and our clients.