First Line Support Engineer

Lester Aldridge LLP; City of London; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading law firm in London is seeking a proactive 1st Line Support Engineer to deliver efficient IT support. You will be the first point of contact for users, resolving a wide range of technical issues while contributing to system improvements. Ideal candidates have strong desktop support skills, knowledge of Microsoft environments, and excellent customer service abilities. The role offers opportunities for ongoing professional development and a supportive work environment.

Benefits

22 days’ holiday plus bank holidays

Pension scheme and life assurance

Access to flexible benefits

Ongoing professional training

Qualifications

• Experience delivering front-line IT support.
• Strong knowledge of desktop support including Windows 10.
• Understanding Microsoft Server environments (2016+).
• Familiarity with Active Directory, Group Policy, and DNS.

Responsibilities

• Providing 1st line IT support and resolving issues.
• Installing and configuring laptops and desktops.
• Setting up company mobile devices.
• Monitoring internal networks and addressing potential issues.

Skills

Customer service skills

Problem-solving skills

Technical knowledge of desktop support

Windows 10 support

Active Directory

Familiarity with Microsoft 365

Time management skills

Team player

Tools

VMware

Microsoft 365

Azure

Job description

We’re looking for a proactive and customer-focused 1st Line Support Engineer to join our IT team in London.

This is a fantastic opportunity to play a key role in delivering efficient, high-quality IT support across the firm, ensuring smooth day-to-day operations and excellent service to all users.

About the Role

As a 1st Line Support Engineer, you’ll be the first point of contact for IT support queries, providing professional and responsive assistance to Partners, fee earners, and business support teams. You’ll handle a wide range of technical issues, from troubleshooting hardware and software to configuring devices and maintaining infrastructure systems.

Working as part of a collaborative and knowledgeable IT team, you’ll help maintain a stable and secure IT environment, contributing to the continual improvement of systems and services in line with ITIL best practices.

Your Responsibilities Will Include

• Providing responsive 1st line support and resolving IT issues efficiently in line with SLAs.
• Installing, configuring, and maintaining laptops, desktops, and related peripherals.
• Setting up and supporting company mobile devices.
• Investigating, resolving, and escalating incidents as required.
• Ensuring all incidents are logged accurately and managed through to resolution.
• Monitoring internal networks, infrastructure, and hosting systems, identifying and addressing potential issues before they impact service.
• Supporting the implementation and delivery of IT improvement projects.
• Taking proactive action on information security matters in collaboration with the Service Desk Team Leader.
• Implementing changes following IT change management procedures.
• Providing advice and guidance to users on IT products, services, and best practices.
• Performing regular maintenance tasks and ensuring compliance with firm-wide procedures and security standards.
• Adhering to Health and Safety policies and promoting best practice in all aspects of IT service delivery.

What We’re Looking For

• Experience working in an IT service environment delivering front-line support.
• Strong technical knowledge of desktop support, including Windows 10 and related hardware.
• Understanding of Microsoft Server environments (2016+).
• Familiarity with Active Directory, Group Policy, DHCP, DNS, and system administration.
• Experience supporting Microsoft 365, Azure, and Office applications (Word, Excel, PowerPoint, Outlook).
• Knowledge of VMware or similar virtualisation technologies.
• Awareness of antivirus procedures, IT security, and change management processes.
• Excellent customer service and communication skills, with a calm and professional approach.
• Strong problem-solving and troubleshooting skills, with the ability to work logically and efficiently.
• Good organisational and time management skills, with the ability to prioritise tasks effectively.
• A collaborative and adaptable team player, keen to learn and contribute to continuous improvement.

What We Offer

• 22 days’ holiday plus bank holidays (increasing with length of service).
• Pension scheme and life assurance.
• Access to flexible benefits.
• Ongoing professional training and development opportunities.
• A supportive, inclusive, and technology-driven working environment.

If you’re an enthusiastic IT professional with a passion for problem-solving and delivering excellent service, we’d love to hear from you.