Technical Support Engineer

Brodies; City of Edinburgh; On-site; GBP 30,000 - 45,000; Full time

Job summary

Brodies LLP, a leading UK law firm, seeks a Technical Support Engineer to join their Edinburgh or Glasgow office. This role involves providing software support, resolving issues, and working on system upgrades. The ideal candidate will have strong communication skills and the ability to manage multiple tasks in a dynamic environment.

Qualifications

• Effective communication and interaction with employees, clients, and colleagues.
• Ability to work independently and meet deadlines.
• Organised with the ability to prioritise workload.

Responsibilities

• Provide application support and resolve software issues.
• Document and transition new systems and upgrades into service.
• Administer and maintain end user accounts and permissions.

Skills

SQL Database administration

Microsoft 365

Entra

Intune

BigHand dictation software

iManage Work10

Condeco room booking software

Job description

At Brodies LLP, we value and respect all colleagues as individuals. As a UK law firm headquartered in Scotland, we believe that the experiences and perspectives of a diverse workforce that reflects our communities, and the clients we serve, allows us to see the world through many lenses.

As the largest firm in our jurisdiction measured by income, directory rankings, and lawyer numbers, the progress we continue to make is testament to the commitment of our colleagues.

In the last three years, our firm's revenue has grown by 20%, and we have welcomed almost 100 new colleagues. Today, we have more than 800 colleagues and offices in Aberdeen, Edinburgh, Glasgow, Inverness, London, Abu Dhabi and Brussels.

JOB TITLE

Technical Support Engineer - Software

Based in Edinburgh or Glasgow

REPORTING TO

Service Delivery Manager, Innovation & Technology

JOB PURPOSE

Working as part of a small support team, the Technical Support Engineer will bring their experience of software support to apply proven problem-solving skills to help identify, communicate, and resolve issues relating to core firm software, escalated from the first line Helpdesk team. The role can be based in Edinburgh or Glasgow, although there will be a requirement to work in any of Brodies offices on occasion as required.
When required, the individual will be involved in projects and will work with internal I&T teams and external suppliers to package and release software and updates. They will also be required to assist with the assessment of new software alongside team members, assist with the trial of software, its transition to live and provide associated support documentation and training to Helpdesk on newly introduced functions.
The engineer will be required to identify and proactively address recurring issues that are escalated, identify fixes and providing training to Helpdesk colleagues to reduce escalations to the second line team.

CORE TASKS

• Application Support (software-focused, second line)
• Escalation to suppliers/support providers as required - working closely with suppliers to identify root causes and resolve issues as well as working on upgrades of systems.
• Providing support to document and transition new systems and upgrades into service.
• Learning about firm applications and systems and keeping knowledge up to date
• Supporting the firm's Document Management System (iManage), dictation software, time recording software, and other key systems
• Working closely with the Senior Software Analyst to administer applications.
• Working with departments to identify business needs, gather and document requirements, and work on solutions
• Assisting the application of patches and upgrades to applications (server and client) as required
• Documenting systems configuration.
• Assist with asset management (software and hardware).
• Administer and maintain end user accounts, permissions, and access rights.

PERSON SPECIFICATION

• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the firm
• Ability to work and think independently and ensuring to meet deadlines
• Ability to balance multiple tasks with changing priorities
• Excellent communication and interpersonal skills, both verbal and written
• Must be organised and able to prioritise own workload
• Enthusiastic, responsible, and accountable.
• Ability to effectively prioritise and execute tasks in a high-pressure environment.

SKILLS

• SQL Database administration skills (desirable - willingness to learn if not already known)
• Good knowledge of Microsoft 365, Entra, Intune and associated technologies.
• Working knowledge of BigHand dictation software, iManage Work10, Condeco room booking software desirable
• Ability to quickly learn and understand new and existing firm software as required to provide support.
• Experience of working in a law or other professional services firm desirable but not essential