2nd Line Service Desk Engineer (Weekends)

Purpose of job

This role is required to work weekends (9am-5:30pm) with 2 days off in the week.

As a member of the 2nd Line Team, your role will be providing a first-class level of support to office and remote based internal colleagues.

Working to ITIL best practices, you will strive to provide an efficient, responsive, helpful service that ensures colleague support requests are handled in the most appropriate way and within agreed Service Level Agreements. This is from first contact through to closure or escalation to 3rd line, or external vendor partners where appropriate.

The role will suit someone who has previous experience of working in IT, especially in a support role, who can assist colleagues who may not necessarily have IT backgrounds to overcome their IT challenges through verbal and written communication and learning troubleshooting techniques. You will be a driven individual who feels they can apply their experience to excel in a busy and buoyant working environment and enjoys being part of a successful team and contribute to the Birketts IT Vision to be ‘The best IT Team in Legal’.

As part of a wider IT services team, the future offers numerous progression and personal development opportunities for enthusiastic and talented employees looking to build their career in the IT profession.

Accountabilities

Technical Support:

• Provide second-line technical support through various channels such as walk-ups, support portal, telephone and email.
• Provide first-line / second-line technical support at the weekend through various channels such as support portal, telephone and email.

Issue Resolution:

• Diagnose and resolve hardware and software issues on endpoint devices.
• Investigate and resolve complex support incidents involving technologies like Windows 10 / 11, MS 365 suite, iManage, iOS and more

Escalation Point:

• Act as the escalation point for inbound calls from the triage 1st line service desk team

Monitoring:

• Prioritise incoming incidents / service requests, and ensure timely communication with customers

Documentation:

• Maintain detailed documentation of configurations, processes, and procedures.

Collaboration:

• Work closely with other IT teams, sharing knowledge and relationship building

Device Management:

• Deploy and manage endpoint devices using tools like SCCM, Microsoft Intune, and other endpoint management platforms.

Compliance:

• Ensure devices comply with our policies and industry standards.

Updates and Patching:

• Manage the deployment of operating system updates, patches, and software installations.

Vendor Management:

• Interact with vendors and third-party support providers.

User Training:

• Provide training and support to end-users on endpoint devices and software.

Innovation:

• Stay updated with the latest trends and technologies in endpoint management and recommend improvements

The candidate

• Experience working within an IT Service Desk or Desktop Support role.
• Experienced with using ITSM tools preferred
• Excellent troubleshooting, problem-solving and analytical skills.
• Proficiency in endpoint management tools (e.g. Microsoft Intune, Autopilot).
• Microsoft Technologies e.g. Windows OS, Active Directory, Entra ID, Office 365
• Experience with supporting end-user hardware including Laptops, Mobile Phones, Printers and other Peripherals
• Knowledge of Legal Software would be beneficial e.g. iManage, Aderant, Bighand
• ITIL Foundation preferred
• Comptia A+ qualified or similar certification
• Excellent customer service skills
• Strong written and verbal communication skills
• Mature Continual Improvement focus, including creation of Knowledge base articles and sharing technical fixes and information widely
• Ability to work under pressure and own initiative to meet deadlines SLA
• Effective team-player
• A commitment to ongoing Team and Personal development
• Ability to travel to other Birketts offices as required

Equal opportunities

At Birketts, our culture is driven by ambition and a commitment to positively impact all the communities we serve. We are dedicated to the success, development, and wellbeing of our colleagues, helping them achieve their goals and seize the opportunities that come with our growth. Alongside a flexible and inclusive work environment, we offer the following core benefits:

• 25 days holiday (FTE) plus Bank Holidays
• Long Service holiday award – 1 extra week every 10 years continuous service
• Private Healthcare with BUPA (offered after probation is passed)
• Scottish Widows Pension Scheme (5% employer / 5% Employee)
• Staff Profit Share and Individual Performance Bonus Scheme
• Salary sacrifice (Pensions, Staff Profit Share)
• Life Assurance – 4 x salary / Permanent Health Insurance
• Paid CSR Day
• Enhanced Maternity/Paternity Leave
• Subsidised gym membership
• Electric car scheme
• Agile/Hybrid Working Policy
• Dress for your Day Policy