IT Service Engineer — On‑Site Support & Troubleshooting

linklaters; Greater London; On-site; GBP 30,000 - 46,000; Full time

Job summary

Linklaters is seeking an IT Support Analyst to provide on-site technical assistance for end users in a London office. You will diagnose hardware and software issues, manage incident tickets, and collaborate with system owners to ensure timely resolution and accurate documentation.

You will work with the Technology & Data teams to escalate complex problems and monitor service performance, ensuring Smooth daily operations and user satisfaction.

Qualifications

• Experience in IT support within a global professional services or corporate environment, preferably in the legal sector.
• Demonstrated ability to provide on-site technical assistance.
• Track record of collaborating with IT teams to resolve complex issues, while maintaining detailed records of service requests and resolutions.

Responsibilities

• Assists and provides technical assistance for end users with troubleshooting and resolving hardware, software, desktop and application‑related problems.
• Diagnoses and troubleshoots technical issues, including account setup and network configuration.
• Assists with incoming ticket requests for assistance, updating tickets with accurate and timely status.
• Reviews incident tickets for content, proper routing, first call resolution, problem detection, and timely closure.
• Collaborates with system owners to ensure proper support is provided to end users for those systems.
• Logs and tracks all incoming service requests and incidents in the ticketing system, ensuring accurate documentation and timely updates.
• Provides data and reporting of key performance indicators to monitor operational performance, service level agreement compliance, and continuous improvement.
• Assists with the setup and configuration of new hardware and software for end users, ensuring systems are ready for use.
• Provides first‑level technical support to end users, assisting with basic troubleshooting and resolving common hardware and software issues.
• Collaborates with more senior team members and other Technology & Data teams to escalate and resolve complex issues.

Skills

IT support

Troubleshooting

On-site support

Ticketing system

Documentation

Tools

ITSM tools

Network configuration

Device management

Job description

Linklaters is seeking an IT Support Analyst to provide on-site technical assistance for end users in a London office. You will diagnose hardware and software issues, manage incident tickets, and collaborate with system owners to ensure timely resolution and accurate documentation.

You will work with the Technology & Data teams to escalate complex problems and monitor service performance, ensuring Smooth daily operations and user satisfaction.