Technical Support Specialist I

LexisNexis; Farrington; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

LexisNexis Legal and Professional is seeking an IT Support Technician to provide in-person and remote assistance for laptops, operating systems, software, printers, and mobile devices, including user training and issue resolution. You will monitor performance and take proactive steps to improve system health and efficiency.

The role combines hands-on troubleshooting with proactive health checks in a collaborative, customer-focused environment, supporting a global network from the UK and France

Qualifications

• Experience and knowledge of Desktop OS (Windows/macOS) and Office 365.
• Basic networking skills.
• Hardware and software installation and troubleshooting.
• Active Directory fundamentals.
• ITIL practices awareness.
• Excellent problem-solving and organizational skills.

Responsibilities

• Provide in-person and remote technical support for laptops, OS, software, printers, and mobile devices; include user training and issue resolution.
• Proactively monitor laptop health; analyze issues, identify root causes, and implement improvements.
• Monitor, support, and troubleshoot the IT infrastructure for failures and degradations.
• Escalate problems and business continuity events to third-party providers, seniors and management as appropriate.
• Check Video Conference Rooms on-site and provide basic support when needed.
• Document and record recurring issues and evolving best practices.

Skills

Windows/macOS

Office 365

Networking basics

Active Directory

ITIL awareness

Problem solving

Organizational skills

Job description

Are you passionate about delivering exceptional IT support and helping colleagues get the most from their technology?

Do you enjoy troubleshooting technical challenges, improving device performance, and working collaboratively in a customer-focused environment?

About the Business:

LexisNexis Legal and Professional are a leading global provider of legal and regulatory intelligence. We give organisations the business information and analytics they need to make better, more impactful decisions. We are building powerful new decision tools that use machine learning, natural language processing, visualisation and artificial intelligence that aid and enhance decision making.

About our Team:

Our core team consists of 4 members in the UK and 4 in France. We are part of a global infrastructure and operations organization with more than 300 staff distributed worldwide. We pride ourselves on being a friendly, approachable, and inclusive team. Collaboration and support are at the heart of how we work, and we strive to create an environment where everyone feels valued, respected, and empowered to contribute.

About the Role:

Deliver in-person and remote technical support for laptops, operating systems, software, printers, and mobile devices, including user training and issue resolution. Proactively monitor and analyze laptop performance to identify issues, determine root causes, and implement solutions that improve system health and efficiency.

Responsibilities

• Provide technical support in person and remotely to troubleshoot and support laptop, operating system, software, printer, mobile device & user education issues
• Proactive monitoring of laptops to identify machines in poor health, analyse where the issue lies, and find a resolution to increase laptop performance
• Monitor, support, and troubleshoot the IT infrastructure for operating issues involving failures and degradation
• Escalate problems/business continuity events as appropriate to the third-party provider, senior colleagues, and management
• Check Video Conference Rooms onsite to ensure they are fully functional and provide basic support when necessary
• Document and record recurring issues and evolving best practices

Requirements

• Experience and technical knowledge of Desktop OS and applications (Windows, MAC) and Office 365
• Basic networking skills
• Hardware software installation and troubleshooting
• Active Directory fundamentals
• ITIL practices awareness
• Excellent problem-solving skills and good organizational skills

Work in a Way That Works for You

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.