IT Support Technician

We are currently hiring for an IT Support Technician role to join our IT support team. In this role, you will be responsible for providing front-line face-to-face IT support to all stakeholders, both internal and external across the DWF Global Group, providing on-the-ground support and resolution for all hardware, software and network issues.

The right candidate will have proven experience in IT support or a similar role, ideally with a customer service-focused attitude. Due to the nature of this role, you will be required to be onsite 5 days a week in our Manchester office.

• Managing walk-ups, training users on new systems and applications, such as co-pilot, and assisting with onboarding and offboarding of new starters and leavers.
• Handling IT service desk overflow calls, working within an IT Service Desk system, and delivering high-quality IT support within the business’s KPIs and SLAs.
• Provide friendly, face-to-face professional IT support to staff and clients at the Tech Bar, resolving issues and requests in a timely manner.
• Train and educate users on new systems and applications, such as co-pilot, and ensure they are comfortable and confident in using them.
• Assist with the onboarding and offboarding of new starters and leavers, ensuring they have the necessary IT equipment, access, and accounts.
• Handle the service desk calls overflow, triaging and escalating issues as appropriate, and following up with users to ensure satisfaction.
• Work within a booking system, managing appointments and availability, and ensuring the Tech Bar is well-stocked and maintained.
• Collaborate with other IT team members, sharing knowledge and best practices, and contributing to the continuous improvement of IT services.
• Assist the Tech Bar Manager with kit returns and renewals of lease agreements to ensure assets are correctly processed within the business.

• A strong background and proven experience in a similar IT support role, preferably in a law firm or professional services environment.
• Excellent communication skills, both written and verbal, with a customer service-focused attitude.
• Strong foundational technical skills, with the ability to learn and adapt to new technologies quickly.
• Experience in providing technical support to users in a global and diverse environment.
• Knowledge of Windows 11, MS Office Co Pilot, MS Teams, and Generative AI, or the willingness to learn.
• Ability to work independently and as part of a team, with a proactive and problem-solving approach.
• Flexible and adaptable, with the ability to work across different offices and locations, and travel as required.

• Experience within a law firm or professional services environment.

We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF. We are an equal opportunities employer that celebrates diversity and we are committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed. If you’re excited about the opportunity but your experience doesn’t align perfectly with all the requirements, please apply anyway. You may be the right candidate for the role or others across the wider team.

DWF is a leading global provider of integrated legal and business services. Our approach delivers efficiency, price certainty and transparency for our clients across the world without compromising on quality or service. Our purpose is to deliver positive outcomes with our colleagues, clients and communities and we foster a culture that places our colleagues at the centre of all that we do.