Junior IT Support Technician

Gherson Solicitors LLP is an equal opportunity employer and does not discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability.

**Please note that this role is fully office-based**

This is an entry-level, hands-on role for someone looking to start a career in IT. You’ll join a small team supporting around 150 Macs and a Microsoft Azure environment. You will learn on the job through structured training and mentoring from the Head of IT.

We are a predominantly Mac-based organisation, with around 95% Mac and 5% Windows devices. You don’t need to be a Mac expert to apply, but you should be keen to work with Macs and develop your expertise. You’ll begin by supporting the service desk, Mac fleet, and joiner/leaver processes, with opportunities to broaden your responsibilities as your knowledge grows.

Key Responsibilities

• Support queue. Take requests from the support queue, acknowledge them quickly, work out what is needed, and own them through to closure within the firm’s published SLAs.
• Mac fleet. Help to build, enrol and update Macs using Jamf Pro, following the build checklist and confirming that a build is complete rather than assuming.
• Joiners and leavers. Support the joiner, mover and leaver process against a signed checklist, including setting up equipment at workstations. You will carry out account changes under supervision.
• Fault finding. Investigate user problems, gather the facts, and find a fix: computers, printers, video conferencing, the firm’s practice management software and, where applicable, copiers.
• Microsoft 365. Help with day-to-day tasks in Microsoft 365 and Entra ID, such as mailboxes, distribution lists, groups and licences, with permissions that increase as you are signed off.
• Security tools. Look at Mimecast and Sophos Central alerts alongside a colleague, and raise anything unexpected rather than leaving it.
• Follow DNS, DHCP, VPN and Wi-Fi problems from first principles, with support, rather than rebooting and hoping.
• Documentation and stock. Keep ticket notes clear, update the knowledge base, and keep the asset register and the stock of spare machines, peripherals and cables accurate.
• Carry out changes only once they have been tested and agreed, and take part in out-of-hours planned changes by prior agreement and with supervision.
• Check anything privileged, destructive or irreversible with the Head of IT before it is done. Escalating early is doing the job correctly, not failing at it.

Training & Development

We do not expect you to know any of this on day one. Over time we will work with you on:

• macOS support and troubleshooting, and Jamf Pro: enrolment, PreStage, configuration profiles, policies and Self Service
• Microsoft 365, Entra ID (users, groups, MFA, Conditional Access) and the basics of Azure
• Core networking: TCP/IP, DNS, DHCP, VLANs, VPN and Wi-Fi, with SonicWall and Ubiquiti equipment
• Mimecast and Sophos Central
• Ticketing and SLA discipline in ManageEngine ServiceDesk Plus
• Command line and scripting (Bash and PowerShell), PaperCut print servers, 3CX phones, and Windows 10/11

About You

• No previous IT job is needed. Experience from study, a hobby, volunteering, a customer-facing job or home projects is welcome.
• Maths and English at Level 2 (for example GCSE grade 4 or above), or a willingness to complete Functional Skills.
• A genuine interest in technology, and the appetite to learn macOS, Microsoft 365, Azure, Mimecast and Sophos Central.
• Must be able to give an example of something technical you taught yourself and stuck with.
• Must be able to deal with all levels of user, including partners and senior fee earners, and stay calm and clear when the pressure is on.
• Must have a flexible approach to tasks and working hours, and a careful attitude to confidential information.
• Any of the following would be beneficial, but are not required: a Mac at home, Jamf 100, any IT qualification, Bash or PowerShell experience.

Junior IT Support Technician

Gherson Solicitors LLP is an equal opportunity employer and does not discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability.

**Please note that this role is fully office-based**

This is an entry-level, hands-on role for someone looking to start a career in IT. You’ll join a small team supporting around 150 Macs and a Microsoft Azure environment. You will learn on the job through structured training and mentoring from the Head of IT.

We are a predominantly Mac-based organisation, with around 95% Mac and 5% Windows devices. You don’t need to be a Mac expert to apply, but you should be keen to work with Macs and develop your expertise. You’ll begin by supporting the service desk, Mac fleet, and joiner/leaver processes, with opportunities to broaden your responsibilities as your knowledge grows.

Key Responsibilities

• Support queue. Take requests from the support queue, acknowledge them quickly, work out what is needed, and own them through to closure within the firm’s published SLAs.
• Mac fleet. Help to build, enrol and update Macs using Jamf Pro, following the build checklist and confirming that a build is complete rather than assuming.
• Joiners and leavers. Support the joiner, mover and leaver process against a signed checklist, including setting up equipment at workstations. You will carry out account changes under supervision.
• Fault finding. Investigate user problems, gather the facts, and find a fix: computers, printers, video conferencing, the firm’s practice management software and, where applicable, copiers.
• Microsoft 365. Help with day-to-day tasks in Microsoft 365 and Entra ID, such as mailboxes, distribution lists, groups and licences, with permissions that increase as you are signed off.
• Security tools. Look at Mimecast and Sophos Central alerts alongside a colleague, and raise anything unexpected rather than leaving it.
• Follow DNS, DHCP, VPN and Wi-Fi problems from first principles, with support, rather than rebooting and hoping.
• Documentation and stock. Keep ticket notes clear, update the knowledge base, and keep the asset register and the stock of spare machines, peripherals and cables accurate.
• Carry out changes only once they have been tested and agreed, and take part in out-of-hours planned changes by prior agreement and with supervision.
• Check anything privileged, destructive or irreversible with the Head of IT before it is done. Escalating early is doing the job correctly, not failing at it.

Training & Development

We do not expect you to know any of this on day one. Over time we will work with you on:

• macOS support and troubleshooting, and Jamf Pro: enrolment, PreStage, configuration profiles, policies and Self Service
• Microsoft 365, Entra ID (users, groups, MFA, Conditional Access) and the basics of Azure
• Core networking: TCP/IP, DNS, DHCP, VLANs, VPN and Wi-Fi, with SonicWall and Ubiquiti equipment
• Mimecast and Sophos Central
• Ticketing and SLA discipline in ManageEngine ServiceDesk Plus
• Command line and scripting (Bash and PowerShell), PaperCut print servers, 3CX phones, and Windows 10/11

About You

• No previous IT job is needed. Experience from study, a hobby, volunteering, a customer-facing job or home projects is welcome.
• Maths and English at Level 2 (for example GCSE grade 4 or above), or a willingness to complete Functional Skills.
• A genuine interest in technology, and the appetite to learn macOS, Microsoft 365, Azure, Mimecast and Sophos Central.
• Must be able to give an example of something technical you taught yourself and stuck with.
• Must be able to deal with all levels of user, including partners and senior fee earners, and stay calm and clear when the pressure is on.
• Must have a flexible approach to tasks and working hours, and a careful attitude to confidential information.
• Any of the following would be beneficial, but are not required: a Mac at home, Jamf 100, any IT qualification, Bash or PowerShell experience.

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