Desktop Support Engineer

At Thorntons Law, every moment matters. Join us as A Desktop Support Engineer and you’ll feel inspired. You’ll feel connected. You’ll feel like you belong. And it all begins from the moment you join us.

That’s because we’ve created a different kind of law firm. Here, you’ll build relationships with clients and colleagues that really last. You’ll help shape what happens now, and what comes next. And we’ll support and encourage you to be the best you can be.

This is what life at Thorntons is all about. And this is your moment to be part of it.

At Thorntons, technology plays an essential role in helping our people work effectively, wherever they are. As our Desktop Support Engineer, you’ll provide advanced technical support and advice across our offices, helping ensure our people have a reliable, secure and consistent technology experience.

You’ll act as a key IT contact for your assigned locations, supporting end users, local stakeholders and wider IT teams across desktop technology, Microsoft 365, mobile devices, meeting rooms, AV and local IT infrastructure.

From resolving complex technical issues and supporting new technology deployments to helping with office moves, onboarding and major meetings, you’ll combine hands-on technical expertise with a strong focus on customer service and continuous improvement.

You’ll have the opportunity to take ownership of issues, build strong relationships across the firm and help shape a high-quality technology experience for our people.

It’s about:

• End-User Support & Service - providing first and second-line support for hardware, software, devices, peripherals, mobile technology and applications; managing tickets through to resolution; and keeping users informed throughout.
• Office & Technology Support - acting as the main IT contact for assigned locations, conducting regular site visits and technology health checks, supporting local infrastructure and coordinating desk setups, office moves and technology changes.
• Microsoft & Workplace Technology - supporting Windows 11, Microsoft 365, Teams, Outlook, One Drive and Office applications, as well as Microsoft Entra , Active Directory and Microsoft Intune.
• Meeting Rooms, AV & Mobile Technology - supporting Microsoft Teams Rooms, meeting room technology, AV equipment and corporate mobile devices, including provisioning, configuration and lifecycle management.
• Onboarding, Offboarding & Technology Deployment - supporting account provisioning, device deployment, access management and new starter IT inductions, alongside device refreshes, replacements and technology rollouts.
• Troubleshooting & Continuous Improvement - investigating technical issues, identifying root causes and recurring problems, and using service trends and user feedback to improve technology, processes and the overall user experience.
• Collaboration & Stakeholder Support - building effective relationships with users, local stakeholders, suppliers and wider IT teams; communicating technical information clearly; and collaborating to resolve issues and deliver effective business outcomes.
• Security, Risk & Compliance - supporting device security, patching, endpoint compliance and vulnerability remediation; identifying and escalating technical risks; and ensuring IT policies, security controls and governance standards are followed.
• Knowledge Sharing & Team Contribution - sharing technical expertise, maintaining accurate documentation and knowledge articles, and helping strengthen capability across the wider IT team.
• Ownership & Service Excellence - taking responsibility for issues through to resolution, exercising sound judgement when dealing with complex or high-impact incidents, and balancing service quality, deadlines and business…