IT Support Engineer

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We are seeking a proactive and customer‑focused IT Support Engineer to join our in‑house IT team. You will play a key role in delivering high‑quality technical support to our lawyers and support services departments, ensuring smooth day‑to‑day operations across the firm.

• Act as the first and second point of contact for IT incidents and service requests, via phone, email and in‑person.
• Diagnose and resolve hardware, software and networking issues within SLA time frames.
• Escalate complex issues to infrastructure engineers or third‑party suppliers as necessary, ensuring timely resolution.
• Support and maintain end‑user devices including Windows desktops, laptops and mobile devices.
• Specification and ordering of IT hardware and software.
• New user set up and upgrades.
• Assist with account administration in Active Directory, Microsoft 365 and other systems particularly in relation to starters/movers/leavers.
• Maintenance of IT asset management records.
• Provide support for Microsoft‑based technologies including Windows 10/11, Microsoft 365, Teams, SharePoint and Exchange Online.
• Support core legal applications (document management, case management, time recording, etc.) ensuring users remain productive.
• Troubleshoot connectivity issues across wired and wireless networks.
• Assist in monitoring and maintaining infrastructure built on Nutanix HCI and Citrix.
• Contribute to IT documentation, knowledge articles and asset management records.
• Provide support during system upgrades, deployments and firm‑wide IT projects.
• Deliver excellent customer service, maintaining a professional and approachable manner at all times.

• Experience in a 1st or 2nd line IT support role, ideally within a professional services or law firm environment.
• Strong knowledge of Microsoft Windows operating systems and Microsoft 365.
• Good understanding of Active Directory, Group Policy and Exchange Online administration.
• Experience supporting end‑user devices (PCs, laptops, mobile devices, printers, AV).
• Strong troubleshooting and problem‑solving skills with a structured approach.
• Excellent communication and customer service skills, able to support users at all levels.
• Ability to manage multiple issues, prioritise and work under pressure.
• Exposure to Citrix Virtual Apps & Desktops.

Disclosure will be required in the event that a position is offered. Financial checks will be required in the event that a position is offered.

• Competitive salary
• Bonus potential
• Great working environment at our Leeds offices
• Career Development opportunities
• 25 days holiday plus bank holidays
• Options to buy & sell 1 week’s holiday
• 1 week’s holiday carry over
• Extra day off for your birthday
• Staff card discount scheme for local shops
• Social days and evenings on the firm
• Staff discounts on legal services