Technology Support Service Engineer

Linklaters; Greater London; On-site; GBP 30,000 - 46,000; Full time

Job summary

Linklaters is seeking an IT Support Analyst to provide on-site technical assistance for end users in a London office. You will diagnose hardware and software issues, manage incident tickets, and collaborate with system owners to ensure timely resolution and accurate documentation.

You will work with the Technology & Data teams to escalate complex problems and monitor service performance, ensuring Smooth daily operations and user satisfaction.

Qualifications

• Experience in IT support within a global professional services or corporate environment, preferably in the legal sector.
• Demonstrated ability to provide on-site technical assistance.
• Track record of collaborating with IT teams to resolve complex issues, while maintaining detailed records of service requests and resolutions.

Responsibilities

• Assists and provides technical assistance for end users with troubleshooting and resolving hardware, software, desktop and application‑related problems.
• Diagnoses and troubleshoots technical issues, including account setup and network configuration.
• Assists with incoming ticket requests for assistance, updating tickets with accurate and timely status.
• Reviews incident tickets for content, proper routing, first call resolution, problem detection, and timely closure.
• Collaborates with system owners to ensure proper support is provided to end users for those systems.
• Logs and tracks all incoming service requests and incidents in the ticketing system, ensuring accurate documentation and timely updates.
• Provides data and reporting of key performance indicators to monitor operational performance, service level agreement compliance, and continuous improvement.
• Assists with the setup and configuration of new hardware and software for end users, ensuring systems are ready for use.
• Provides first‑level technical support to end users, assisting with basic troubleshooting and resolving common hardware and software issues.
• Collaborates with more senior team members and other Technology & Data teams to escalate and resolve complex issues.

Skills

IT support

Troubleshooting

On-site support

Ticketing system

Documentation

Tools

ITSM tools

Network configuration

Device management

Job description

Linklaters

Linklaters is a global law firm, providing legal services in 20 countries and through 30 offices.

Linklaters is a people business. Being best in class in the eyes of our clients means that our people must be exceptional.

We look not only for brilliant minds, but for people who will thrive in our environment: people who love working collaboratively and demonstrate the innovative, efficient, agile, entrepreneurial, and responsible mind‑set we aim to bring to every interaction.

Ours is an environment of outperformance. We achieve this not with targets and incentives, but by fostering a positive, supportive, fair, and open atmosphere.

We respect and value difference but insist on inclusivity. We celebrate all aspects of diversity and challenge any form of bias. This is vital to our ability to work as one team, with a common goal.

Your Role

• Assists and provides technical assistance for end users with troubleshooting and resolving hardware, software, desktop and application‑related problems.
• Diagnoses and troubleshoots technical issues, including account setup and network configuration.
• Assists with incoming ticket requests for assistance, updating tickets with accurate and timely status.
• Reviews incident tickets for content, proper routing, first call resolution, problem detection, and timely closure.
• Collaborates with system owners to ensure proper support is provided to end users for those systems.
• Logs and tracks all incoming service requests and incidents in the ticketing system, ensuring accurate documentation and timely updates.
• Provides data and reporting of key performance indicators to monitor operational performance, service level agreement compliance, and continuous improvement.
• Assists with the setup and configuration of new hardware and software for end users, ensuring systems are ready for use.
• Provides first‑level technical support to end users, assisting with basic troubleshooting and resolving common hardware and software issues.
• Collaborates with more senior team members and other Technology & Data teams to **escalate** and resolve complex issues.

About you

• Experience in IT support within a global professional services or corporate environment, preferably in the legal sector.
• Demonstrated ability to provide on‑site technical assistance.
• Track record of collaborating with IT teams to resolve complex issues, while maintaining detailed records of service requests and resolutions.

Our Benefits

Health & Wellbeing

• Private Medical Insurance
• Free in-house fitness centre and subsidised health club memberships
• Free onsite GP service and periodic health assessments

Finance

• Pension and flexible savings options
• Income protection and life assurance
• Mortgage advice and will‑writing services

Family & Lifestyle

• Electric car and cycle to work schemes
• Emergency family care
• Additional holiday/birthday leave
• Maternity/paternity/shared parental leave
• Travel insurance and season ticket loan
• Option to join sports and social clubs, as well as our employee networks groups (such as our Gender Equality Network, With Pride, or Social Mobility Networks)

Technical Skills

• Access Control Management
• Business Partner Support
• Device Management
• Equipment Repairs
• IT Asset Management (ITAM)
• IT Incident Management
• IT Service Delivery Management
• System Administration
• Technical Support
• Troubleshooting

This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.