2nd Line Service Desk Engineer in Sevenoaks

About Us

Birketts is a full service, UK Top 50 law firm.

With a heritage spanning 160 years, we have more than 700 lawyers and legal professionals and over 600 staff based in Bristol, Cambridge, Chelmsford, Ipswich, London, Norwich and Sevenoaks.

We advise businesses, government and public sector organisations and individuals in the UK and internationally across four principal practice groups: Real Estate, Corporate Services, Dispute Resolution and Private Client.

Team you will join

Our IT Team sits within our wider Business Services Division.

The team is responsible for all aspects of IT across the business, covering User Support, Infrastructure, Security, Data and Development Teams.

The work you will be doing

As a member of the 2nd Line Team, your role will be providing a first-class level of support to internal colleagues based in your designated office as well as to those who are remote.

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.

Responsibilities

• Provide second-line technical support through various channels such as walk-ups, support portal, telephone, and email.
• Diagnose and resolve hardware and software issues on endpoint devices.
• Investigate and resolve complex support incidents involving technologies like Windows 11, MS 365 suite, i Manage, i OS and more
• Act as the escalation point for inbound calls from the triage 1st line service desk team
• Prioritise incoming incidents / service requests, and ensure timely communication with customers
• Maintain detailed documentation of configurations, processes, and procedures.
• Work closely with other IT teams, sharing knowledge and relationship building
• Build a close collaboration with the onsite Operations team to ensure effective IT support delivery
• Deploy and manage endpoint devices using tools like SCCM, Microsoft Intune, and other endpoint management platforms.
• Ensure devices comply with our policies and industry standards.
• Manage the deployment of operating system updates, patches, and software installations.
• Interact with vendors and third-party support providers.
• Provide training and support to end-users on endpoint devices and software.
• Stay updated with the latest trends and technologies in endpoint management and recommend improvements

Please note that this job profile is not an exhaustive list of duties but merely an outline of the key components of the role.

You may be required by your line manager to take on additional responsibilities when requested.

• What we are looking for
• 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. i Manage, 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
• Hybrid Working

Due to the nature of work required, this role is fully office based.

We welcome applications from people looking for flexible, agile, and part-time roles and we are happy to explore your preferred working patterns as part of your application.

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
• Dress for your Day Policy

You can find out more on our website: https://www. birketts. co. uk/recognition-reward-benefits/

Inclusivity and Culture

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.

Birketts is committed to being an Equal Opportunity Employer.

Our policy is unequivocal: we do not tolerate discrimination based on age, disability, sex, race, religion or belief, gender reassignment, marriage or civil partnership, pregnancy or maternity, or sexual orientation.

We pride ourselves on being an inclusive organisation that actively promotes equality of opportunity for all, valuing the right mix of talent, skills, and potential.

We welcome applications from a diverse range of candidates, and selection for roles is based solely on individual merit.

If you require this advert in an accessible format, please visit https://diversityjobsgroup. com/company/birketts/

Artificial Intelligence (AI)

At Birketts, we recognise the evolving role of artificial intelligence (AI) in the legal profession and recruitment.

We welcome innovation and understand that candidates may use AI tools to support their job applications.

However, we expect all applicants to use AI responsibly and ethically.

• Our expectations regarding AI use in applications
• Your application should reflect your own voice, experiences, and insights. AI may assist in structuring or refining your responses, but it must not replace your personal input.
• Do not use AI to misrepresent your qualifications, experiences, or skills. Any form of exaggeration or fabrication may result in rejection from the process.
• If you have used AI tools to assist with your application, be prepared to discuss how and why you used them during the interview process.
• Do not submit content generated by AI tools that may include personal or sensitive data not intended for public disclosure.
• AI-generated content should be reviewed and edited by you to ensure accuracy, relevance, and alignment with the role and our firm’s values.

We are committed to fair and inclusive recruitment practices.

The use of AI should enhance, not compromise, your application.

We encourage candidates to demonstrate critical thinking, commercial awareness, and a genuine interest in our firm.

If you have any questions about our expectations or the use of AI in your application, please contact our Talent Acquisition Team via talent@birketts. co. uk

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