IT Support Technician

Howes Percival; Norwich; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days holiday entitlement

Private medical cover

Perks at Work discounts

Profit share scheme

Job summary

Howes Percival in Norwich is seeking an IT Support Technician to join our IT Team. The role involves first and second line support for staff, partners and consultants, with travel to other offices as required.

You will diagnose basic issues, maintain hardware and software, manage user accounts, and assist with security and backups. We're looking for a proactive communicator with a strong customer focus and a willingness to learn.

Qualifications

• Helpdesk / customer service experience essential.
• UK Driving License and vehicle required for travel to other offices.
• Working knowledge of using Helpdesk logging software essential.
• Active Directory & Entra with previous experience of MFA solutions.
• Windows 11.
• Microsoft Office 365 support & administration.
• Mobile Devices including iOS and Android.
• Experience of Intune & Windows Deployment services.
• An understanding of laptop imaging & device build processes.
• Experience of Backup Software & maintenance procedures.
• A working knowledge of legal software applications would be desirable.
• Microsoft Exchange 2019 & Exchange Online would be desirable.

Responsibilities

• Provide first and second line IT support to staff, partners and consultants, logging and progressing queries promptly.
• Log and coordinate with software/hardware maintenance providers and 3rd party vendors.
• Install, maintain and repair IT hardware and networks including devices and peripherals.
• Assist with software installation, maintenance and updates.
• Maintain hardware/software inventories and security across networks and devices.
• Assist with administration and security of networks, devices and servers including user accounts and email.
• Monitor backup procedures and resolve issues as needed.
• Perform daily checks of equipment in meeting rooms and provisioning for new starters.
• Support leavers process closing down system accounts including cloud services.
• Escalate urgent issues including security breaches to stakeholders as required.
• Continue learning firm software products and contribute to knowledge articles.
• Undertake other duties to support IT Operations and Digital Adoption teams.

Skills

Helpdesk experience

Driving license

Helpdesk software

AD/Entra MFA

Windows 11

Office 365

Mobile devices

Intune & WDS

Laptop imaging

Backup software

Legal software knowledge

Exchange 2019/Online

Education

GCSE A-C Maths/English

Level 2 IT qualification

Level 3 IT qualification

ITIL Foundation (desirable)

Microsoft Certifications (desirable)

Tools

None

Job description

About The Role

About The Role

We have an exciting opportunity for an IT Support Technician to join our IT Team in Norwich office. This role will require travel to any of our other offices as needed.

Job Purpose

This friendly team is looking for someone to provide first and second line IT support to staff, partners and consultants e.g. basic IT diagnosis and fix, undertaking routine maintenance of resources and equipment, support both standard & non-standard software packages. This will require travel to other office locations.

Duties and Responsibilities

• To provide first and second line IT support and to work with other members of the IT Operations and Digital Adoption teams in resolving day to day IT problems, ensuring that all queries are recorded and progressed in a timely fashion.
• To log and maintain calls with both software and hardware maintenance providers and 3rd party vendors.
• Installation, maintenance and repair of IT hardware and networks (includes computers, laptops, tablets, telephones, printers etc.).
• To assist with the installation, maintenance and updates of new and current software.
• To help maintain and update the hardware and software database and inventories.
• To assist with the administration and security of our networks, devices and servers (i.e. user profiles, user accounts, email accounts, security/firmware/software updates etc.).
• To monitor, remedy and elevate issues with the backup procedures.
• To carry out daily checks of equipment in the meeting rooms.
• To provision equipment for new starters, ensuring a positive experience.
• Assist with managing the leavers process with particular focus to closing down all associated system accounts, including cloud-based systems.
• Escalate urgent issues including potential security breaches and major incidents to stakeholders within the IT department.
• To learn and develop a thorough working and support knowledge of all software products used by the firm.
• To undertake any other reasonable duties as required.
• Work with the IT Operations and Digital Adoption teams to ensure knowledge articles are up to date with best practice and within scope of the support team.

Technical Competencies

• Helpdesk / customer service experience essential
• UK Driving License and vehicle required for travel to other offices
• Working knowledge of using Helpdesk logging software essential
• Active Directory & Entra with previous experience of MFA solutions
• Windows 11
• Microsoft Office 365 support & administration
• Mobile Devices including iOS and Android
• Experience of Intune & Windows Deployment services
• An understanding of laptop imaging & device build processes
• Experience of Backup Software & maintenance procedures
• A working knowledge of legal software applications would be desirable
• Microsoft Exchange 2019 & Exchange Online would be desirable

Qualification/Education

• Achieved a minimum of GCSE Grade A to C or Grade 4* or above passes in maths and English (*or equivalent).
• Achieved a minimum of a level 2 vocational or professional qualification in IT (such as A+, GNVQ, BTEC etc)
• Level 3 vocational or professional qualification is preferred
• ITIL Foundation is desirable but not essential
• Microsoft Certifications desirable but not essential

Behavioural Competencies

• Must demonstrate a desire to pursue a career in IT.
• Ability to work professionally and independently, taking responsibility and initiative as appropriate.
• Demonstrates a productive and organised approach to their work.
• Works effectively with customers, clients and users.
• Excellent attention to detail and confidentiality.
• Ability to work both on own initiative and as part of a team.
• Excellent communication skills (written and verbal).
• Proactive, flexible and resilient.
• Demonstrates flexibility and adaptability, recognising that priorities can change and occasional adjustments to working hours may be required to support the business

About Us

At Howes Percival, we are driven by a commitment to our clients and a passion for achieving their goals. With a rich heritage spanning over 200 years, we have evolved into a leading law firm with a reputation for delivering exceptional results across a wide range of practice areas. Our team comprises highly skilled lawyers who combine deep industry knowledge with innovative thinking to provide strategic advice and tailored solutions to our diverse client base.

As an employer, we value talent, diversity, and collaboration. We foster a supportive and inclusive culture where every team member is empowered to thrive and make a meaningful impact. Joining Howes Percival means being part of a dynamic growing and forward-thinking firm dedicated to excellence in legal practice and client service.

Below are some other reasons that help us in our mission to be a place where people want to work and enjoy working:

• We achieved a three-star ‘World Class’ accreditation in the top 75 “Best Companies” (formerly The Sunday Times Best Companies Awards) and ranked 5 th in the top 75 “UK's Best Large Companies to Work For” category for 2025.
• We have been ranked #1 Best Law Firm to work for in the UK by Best Companies for 2025 and #1 company in the East Midlands region.
• We have been accredited with “Investors in People” since 1996 and were shortlisted for Employer of the Year in 2023.
• Our lawyers come from a variety of backgrounds, many from larger and City firms, some from in-house – we all share the same Howes Percival DNA and all of this rich experience is there for you to learn from.
• We offer a wide range of benefits for all our valued employees including (but not limited to); Perks at Work discounts, profit share scheme and discretionary bonus, 25 days holiday entitlement, one paid ‘charity day’ per year, comprehensive private medical cover, plus a well being calendar with a wide range of regular events.