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- Tasks: Provide first and second line IT support, resolving hardware and software issues.
- Company: HGF is a leading intellectual property firm with a focus on innovation and client service.
- Benefits: Enjoy flexible working, 27 days holiday, and an award-winning parental leave policy.
- Why this job: Join a dynamic team that values diversity, career development, and a healthy work-life balance.
- Qualifications: 1-2 years of helpdesk experience and knowledge of Microsoft systems required.
- Other info: Opportunity for off-site visits within the UK and Europe.
The predicted salary is between 24000 - 36000 £ per year.
Direct message the job poster from HGF Limited
Recruiting IP professionals across Europe | Reach out for a confidential discussion on what a career at HGF could look like for you
The Position
We are looking to recruit an IT Support Technician to provide a combination of first & second line helpdesk support, assisting with hardware and software problems via phone, email and in person for all HGF offices restoring service to the customer as quickly as possible. Provide informal 1-2-1 training to support users in using their equipment more effectively and where possible improve their knowledge and to provide self-support resolution wherever possible.
HGF tries not to buy propriety software packages, preferring to create tailored systems in-house and because of this the IT team has direct access to business users when developing solutions. HGF’s main solution ‘Insite/Tempesta’ is used by 98% of the people in the business, this is a totally bespoke and multi-functional system relied on by the business and is written by the team. To ensure its effectiveness and efficiency, it requires constant updating.The IT team has also recently written and rolled out a new document management system ‘e-files’. In addition to ongoing development tasks, there is a long road map of further development required by the business.
Key Responsibilities
- To provide 1st line technical support across all key applications, networks and desktops/laptops; answering support queries via phone, email, ticket system and in person
- To maintain a high degree of customer service for all support queries and adhere to all service management principles which require you to log and prioritise work tasks ensuring that each query is dealt with fairly and promptly.
- To take ownership of user problems and be pro-active when dealing with user issues
- Support users in the use of computer equipment by providing necessary training and advice.
- Escalate more complex calls that you are not able to deal with to the relevant IT team member, clearly identifying any potential IT risks.
- Carry out daily systems checks, such as back up checks, ensuring scripts are run, checking MDM Policies are applied etc and reporting any issues to the IT Infrastructure and Operations Manager when necessary.
- Software build PCs/laptops using Intune.
- Support of the IT environment, including servers, systems, networks, and other devices
- Monitor antivirus portal and resolve issues.
- PC setups and potential off-site visits (within the UK and Europe)
About You
- Experience in user management in Active directory/Entra environment. Exchange Online, Teams Admin Centre and Office 365 Admin experience
- Some TCP/IP experience, LAN/WAN and VPN debugging
- 1-2 years previous Helpdesk (telephone support) experience with proven ability of making the user feel at ease and confident their problem will be fixed.
- 1-2 years strong working knowledge of Microsoft based operating systems.
- DNS/DHCP
- Understanding of PC/laptop hardware set-up and configuration including fault finding
About HGF:
HGF Limited is one of Europe’s largest intellectual property specialist firms offering a fully integrated IP solution, bringing over 200 Patent Attorneys, Trade Mark Attorneys and IP Solicitors together to provide a full-service IP solution.
With 25 offices across the UK, Ireland, Germany, Netherlands, France, Switzerland & Austria, HGF’s Patent and Trade Mark Attorneys provide specialist technical and legal advice to blue chip organisations and small to medium businesses across the world. Many of our clients are household names and the work HGF does allows them to protect and exploit their inventions, new products and branding.
Why move to HGF?
- HGF takes a transparent and merit-based approach to your career development, and you will have the opportunity to shape your long-term progression.
- We’re a firm with a focus on DEI (Diversity, Equality and Inclusion), with a staff led DEI Focus Group, affinity networks and a DEI Board sponsor.
- As a business we have a dedicated Learning and Development team focused on career long development of your skills along with a digital learning platform covering a wide range of content
- Benefits including our award-winning enhanced parental leave policy, 27 days holiday, bonus scheme and flexible working
HGF Values
People – People matter. We treat people fairly, with respect and compassion. We foster a friendly, inclusive and enjoyable culture for everyone to prosper in. We invest in our people and offer appropriate coaching and training to assist with development and learning. We promote a healthy work-life balance. Progression is based on merit.
Excellence – We strive to be the best. We pursue excellence in all our individual roles resulting in outstanding legal and technical advice for our clients. Our people are pragmatic, responsive and commercially minded. We do not presume but listen to understand so we can engage proactively and appropriately.
Teamwork – We stand together. We work with our clients to protect their interests, and with each other as a mutually supporting firm. We value, appreciate and listen to others, regardless of role, recognising each individual’s particular blend of talent, skill and experience. We are individually and jointly accountable and take responsibility for our actions and decisions.
Progressive – We innovate. We continually improve our services and processes through understanding, creativity, and investment. We evolve by taking opportunities and adopting new business procedures, unencumbered by historical structures or out-of-date attitudes. As a firm, we have an entrepreneurial spirit and encourage new thinking in our people.
Seniority level
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Seniority level
Associate
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Legal Services
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Information Technology Support Technician employer: HGF Limited
Contact Detail:
HGF Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Technology Support Technician
✨Tip Number 1
Familiarise yourself with the specific software and systems mentioned in the job description, such as Insite/Tempesta and e-files. Understanding these bespoke systems will not only help you during the interview but also demonstrate your proactive approach to learning about HGF's operations.
✨Tip Number 2
Brush up on your technical skills related to Active Directory, Exchange Online, and Office 365. Being able to discuss your experience with these tools confidently can set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your customer service skills during the interview. Think of examples where you've successfully resolved user issues and how you made users feel at ease, as this aligns with HGF's emphasis on high-quality customer service.
✨Tip Number 4
Research HGF’s values and culture, particularly their focus on diversity, equity, and inclusion. Be ready to discuss how your personal values align with theirs, as cultural fit is often a key consideration for employers.
We think you need these skills to ace Information Technology Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any first and second line helpdesk roles. Emphasise your familiarity with Microsoft operating systems, Active Directory, and any specific software mentioned in the job description.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the responsibilities outlined, such as providing user training and maintaining high customer service standards.
Showcase Problem-Solving Skills: Use examples from your past experiences to demonstrate your ability to take ownership of user problems and resolve them effectively. Highlight any instances where you improved user knowledge or provided self-support solutions.
Proofread Your Application: Before submitting, carefully proofread your application materials for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial in an IT support role.
How to prepare for a job interview at HGF Limited
✨Know Your Technical Stuff
Make sure you're well-versed in the technical skills mentioned in the job description, such as Active Directory, Office 365, and TCP/IP. Brush up on your knowledge of Microsoft operating systems and be ready to discuss any relevant experience you have with hardware setup and troubleshooting.
✨Demonstrate Customer Service Skills
Since this role involves a lot of user interaction, be prepared to showcase your customer service abilities. Think of examples where you've successfully resolved user issues or provided training, and be ready to explain how you made users feel comfortable and confident in your support.
✨Show Your Problem-Solving Approach
During the interview, highlight your proactive approach to problem-solving. Discuss how you take ownership of user problems and your methods for escalating issues when necessary. This will demonstrate your ability to handle challenges effectively.
✨Familiarise Yourself with HGF's Culture
Research HGF's values and culture, especially their focus on diversity, equality, and inclusion. Be prepared to discuss how your personal values align with theirs and how you can contribute to a positive team environment.
