Tech Support Advisor - First-Line IT (Flexible Hours)

Travers Smith; City of Westminster; On-site; GBP 28,000 - 36,000; Full time

Job summary

Travers Smith is seeking a detail-oriented Tech Support Advisor to join the busy IT team in London. You will provide first-line technical support for staff, covering hardware, software, networks, and legal applications, while maintaining documentation and contributing to continuous service improvements.

You will mentor apprentices, assist with device deployment, and ensure IT policies are followed, with a focus on high-quality user support in a professional services environment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Proven experience (min 2 years) in a service desk or IT support role, preferably in a professional services environment.
• Proven experience using service desk ticketing software, in particular ServiceNow.
• Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills, capable of conveying technical concepts to technical and non-technical users at all levels of the business.
• Ability to work independently and as part of a team.
• Strong organisational skills and attention to detail.
• Familiarity with legal software applications and experience supporting a law firm environment are a plus.
• Knowledge of and experience in supporting Windows operating systems, Office 365 suite, and the Microsoft Administration centre.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft/Azure certifications are highly desirable.

Responsibilities

• Provide the highest quality first-line support for all IT-related issues, including hardware, software, network systems, and legal applications.
• Log, update, and resolve incidents/requests via phone, email, agent chat, or in-person in a timely and professional manner, keeping all records updated with comprehensive and accurate information.
• Troubleshoot and resolve technical incidents or elevate issues via relevant channels when necessary.
• Mentor and provide guidance to service desk apprentices, fostering a culture of continuous learning and improvement in line with IT best practices.
• Build, configure, and support the deployment of computers, laptops, mobile devices, and other peripherals.
• Maintain accurate documentation of issues, resolutions, and standard operating procedures within the service desk knowledgebase.
• Ensure compliance with IT policies, processes, procedures, and best practices.
• Support continuous improvement of service desk operations by helping to identify recurring issues (Problems) and suggestion solutions/fixes.
• Advise and guide staff on new technology and IT procedures.
• Maintain an inventory of all IT equipment and ensure all assets are properly configured and updated.
• Participate and support in IT projects and initiatives as needed.

Skills

First-line support

Technical troubleshooting

Verbal and written communication

Team collaboration

Education

Bachelor's degree in IT/CS or related

Equivalent work experience

Tools

ServiceNow

Office 365

Windows OS

Microsoft Admin Center

ITIL Foundation (desirable)

CompTIA A+ (desirable)

Azure certifications (desirable)

Job description

Travers Smith is seeking a detail-oriented Tech Support Advisor to join the busy IT team in London. You will provide first-line technical support for staff, covering hardware, software, networks, and legal applications, while maintaining documentation and contributing to continuous service improvements.

You will mentor apprentices, assist with device deployment, and ensure IT policies are followed, with a focus on high-quality user support in a professional services environment.