IT Support Analyst (2nd line)

TN United Kingdom; London; On-site; GBP 40,000 - 48,000; Full time

Job summary

Join a dynamic tech team at a leading legal directory firm, where you'll play a pivotal role in 2nd line support. This position offers the chance to engage in meaningful projects, mentor junior members, and enhance internal processes. As part of a close-knit team, you'll contribute to a culture of accountability and continuous improvement while supporting Windows 11 and Microsoft 365. If you're organized, proactive, and eager to shape the future of tech support, this is the perfect opportunity for you.

Qualifications

• Strong troubleshooting skills with a user-focused mindset.
• Confident supporting Windows 11 and Microsoft 365 applications.

Responsibilities

• Resolve 2nd line support tickets and collaborate with 1st line support.
• Monitor and maintain internal systems and network performance.

Skills

Troubleshooting Skills

User-Focused Mindset

Windows 11 Support

Microsoft 365 Support

Networking Fundamentals

Tools

Active Directory

Windows Server

DNS

DHCP

Dell SonicWall Firewalls

Job description

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The Legal 500 Series is a market-leading directory renowned for its in-depth analysis, authoritative rankings, and trusted editorial on the top global business law firms. We’re committed to delivering high-quality insights—and we rely on a stable, responsive tech team to help us do just that.

The Role

This is more than just a 2nd line support role. It's a position that sits at the heart of the team—bridging day-to-day support, infrastructure, and internal projects. You’ll be a steady, visible presence for both your colleagues and end users, contributing to a culture of accountability, ownership, and continuous improvement.

We’re a small, close-knit team going through a positive period of change. You’ll have the opportunity to shape how we work, share knowledge with others, and grow into a more strategic or infrastructure-focused direction over time.

What You’ll Be Doing

• Own and resolve 2nd line support tickets and collaborate closely with 1st line where needed
• Act as an escalation point for the team, offering support and informal mentoring
• Liaise with third-party vendors and manage external escalations professionally
• Monitor and maintain internal systems, network performance, and endpoints
• Assist with infrastructure tasks (e.g., AD, DNS, servers, permissions)
• Contribute to internal projects (e.g., upgrades, process improvements, deployment work)
• Help develop and maintain clean internal documentation and ticket hygiene
• Support the onboarding and development of new or junior team members
• Proactively suggest improvements to tools, processes, or service quality

What We’re Looking For

• Strong troubleshooting skills with a user-focused mindset
• Confident supporting Windows 11 and Microsoft 365 (including SharePoint, Teams, Exchange)
• Good understanding of Windows Server, Active Directory, DNS, DHCP, and NTFS permissions
• Solid foundation in networking fundamentals
• A natural communicator—clear, approachable, and reliable
• Someone who’s organised, punctual, and takes pride in doing things properly

Nice to Have

• Experience with Dell SonicWall firewalls and switching infrastructure
• Exposure to infrastructure or cloud-focused project work
• A proactive mindset around documentation and process

The Details

• Location : Fully onsite, 5 days per week – Fleet Street, Central London
• Salary : £40,000 – £48,000 per annum (depending on experience)