Technology Support Service Engineer

Linklaters Italy; Greater London; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Private Medical Insurance

On-site Gym

Pension

Life Assurance

Travel Insurance

Job summary

Linklaters is seeking an IT Support professional in Greater London to assist end users with hardware and software issues, diagnose problems, and manage incidents. The role requires on-site technical support experience within a global professional services environment, along with collaboration across IT teams to resolve complex issues.

You will log and track requests in the ticketing system, provide timely updates, and contribute to KPI reporting while ensuring systems are ready for use.

Qualifications

• Experience in IT support within a global professional services or corporate environment.
• Demonstrated on-site technical assistance experience.
• Strong record of documenting service requests and resolutions.

Responsibilities

• Provides first-line technical support to end users for hardware and software issues.
• Diagnoses and troubleshoots technical problems, including account setup and network configuration.
• Manages incoming tickets, updates status, and ensures timely resolution.
• Collaborates with system owners and IT teams to escalate complex issues.
• Produces data/ reports on key performance indicators and service levels.

Skills

Access Control Management

Business Partner Support

Device Management

Equipment Repairs

IT Asset Management

IT Incident Management

IT Service Delivery Management

System Administration

Technical Support

Troubleshooting

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 escalat[e] 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.

At Linklaters, the work we do means carving a path through unexplored territory, working on complex legal matters, across jurisdictions and borders and providing outstanding service and confidence to our clients. Having the vision to see things differently and the determination to deliver excellence, every time. That’s what makes us who we are. You can see your true potential connecting with dynamic colleagues all over the world, united by purpose and shared values and working together as one inclusive, collaborative team. With second to none training and support, this is the place where you meet your future. This is Linklaters.

In the event that we make an offer to you, and where local legislation permits, we will conduct pre‑engagement screening checks that may include but are not limited to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction, any criminal records, your financial stability and references from previous employers. Your offer will be subject to the successful completion of these checks which will be initiated following your consent.

We know that diversity makes us a better law firm and helps us attract the best talent, drive innovation with diversity of thought, and deliver the best experience to everyone who comes into contact with us.

We recruit on the basis of merit, irrespective of age, disability, gender, gender identity, race or ethnicity, marital status, religion, sex, sexual orientation or any other status protected by the laws or regulations in the locations where we operate. Selection decisions, and the reasons for those decisions, are recorded at each stage of the selection process. Selection criteria and, where appropriate, technical skills tests are in place to measure an individual’s ability for the safe and effective performance of a job. Those involved in recruitment and selection decisions and processes are also provided with guidance on diversity issues. If you require reasonable adjustments to be made during the selection process, please talk to a member of the recruitment team so that any required adjustments can be made in advance.

Specific experience requirements advertised on a role do not intend to preclude applications from candidates who may have more or less experience. Our intention is only to indicate a guideline as to the necessary skills for the role as described.