Support Engineer

DVF Recruitment; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Exposure to legal technologies

Collaborative professional culture

Skill development in IT support

Job summary

A global law firm in London is seeking a 1st / 2nd Line IT Support Analyst to join their IT team. This hybrid role involves providing high-quality technical support to legal staff and requires strong communication and technical skills. Ideal candidates will have previous experience in a professional services environment, particularly in the legal sector. Join a professional culture offering exposure to legal technologies and enterprise IT environments.

Qualifications

• Experience providing 1st / 2nd line IT support in a professional services environment.
• Strong knowledge of Windows 10/11 and Active Directory.
• Ability to work in a demanding environment.

Responsibilities

• Provide 1st and 2nd line support for end-user hardware and software.
• Troubleshoot issues across Windows 10/11 and Microsoft 365.
• Log and resolve incidents and service requests via an ITSM tool.

Skills

Customer service

Communication skills

Troubleshooting

Technical support

Tools

ServiceNow

Zendesk

Microsoft 365

iManage

Job description

1st / 2nd Line IT Support Analyst- ***Legal experience needed***

Location: London - Hybrid working

Sector: Global Law Firm

A global law firm based in London is seeking a 1st / 2nd Line IT Support Analyst to join its established IT team. This role is ideal for a customer-focused IT professional who enjoys working in a fast-paced, professional services environment and delivering high-quality support to end users.

The Role

You will provide 1st and 2nd line support to legal and business services staff, handling incidents, service requests, and escalations while maintaining a high standard of customer service. This is a hands‑on, onsite role requiring strong communication skills, technical capability, and attention to detail.

Key Responsibilities

• Provide 1st and 2nd line support for end‑user hardware, software, and applications.
• Troubleshoot issues across Windows 10/11, Microsoft 365, and Active Directory environments.
• Support laptops, desktops, mobile devices (iOS), printers, and peripherals.
• Log, manage, and resolve incidents and service requests via an ITSM tool (ServiceNow, Zendesk or similar).
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Assist with onboarding and offboarding of users, including device setup and access provisioning.
• Troubleshoot and support document management and legal applications (e.g. iManage or similar).
• Provide AV and video conferencing support (Teams, Zoom, Webex).
• Maintain accurate IT asset records and assist with hardware refresh projects.
• Escalate complex issues to senior IT staff or third‑party vendors as required.

Skills & Experience Required

• Previous experience providing 1st / 2nd line IT support in a professional services environment (legal sector preferred).
• Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory.
• Experience with an ITSM / ticketing system (ServiceNow, Zendesk or similar).
• Exposure to document management systems such as iManage.
• Excellent customer service and communication skills.
• Ability to work onsite in a demanding, customer‑facing environment.

Why Apply?

• Join a global law firm with a collaborative and professional culture.
• Gain exposure to legal technologies and enterprise IT environments.
• Develop your skills in a visible, user‑facing support role.

Apply if you're keen and have previous legal experience