Technical Support Specialist

Summary

Sidley in London

We are proud to offer lawyers and professional staff myriad opportunities to apply their talents toward important, challenging projects on a global stage. Our culture of collegiality attracts people with diverse skills and backgrounds who are dedicated to teamwork, collaboration and superior client service.

Sidley has built an inclusive, collegiate culture firmwide. We strive to maintain an environment focused on teamwork and cooperation.

Given our relatively small size, the London office has a relaxed, down-to-earth friendliness that you may not find elsewhere in the City. Lawyers and support staff at all levels treat each other with a friendly and genuine respect and value the skills and knowledge that each team member brings to the table.

We are located in a distinctive new development at 70 St. Mary Axe with panoramic views across London. Based in the heart of the City and close to Liverpool Street station with all the area has to offer – fantastic restaurants and bars, shopping and sporting facilities. You’ll find a great social scene within the office, with organised events including sailing and skiing weekends, seasonal parties and charitable team activities.

Inclusion

Sidley is committed to fostering a welcoming and inclusive culture. We recognise that bringing together individuals from various backgrounds, experiences, and perspectives strengthens the quality of our legal work and continues to position us as a trusted leader in the legal profession. Our commitment to inclusion not only enriches our workplace but also enhances our ability to fulfill our mission providing the highest quality legal services for our clients.

Role overview

Sidley’s Information Technology department ensures that lawyers, clients, business professionals and management have access to the right information at the right time to support their business needs. From applications and infrastructure to around-the-clock user service and support, we leverage the best IT professionals to deliver world-class service through a focus on operational excellence, reliability, security and value.

Duties and Responsibilities

Key responsibilities

To perform this job successfully, an individual must be able to perform each Essential Duty and Responsibility (the “Essential Duties”) satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Duties.

• Provide deskside, remote, and regional second-line IT support to firm personnel, ensuring timely resolution of hardware, software and communication issues.
• Log and manage incidents and service requests in the firm’s service management system, escalating recurring issues and problems as needed.
• Install, test and deploy software and hardware in line with firm standards, including PC imaging.
• Support VOIP and unified communications tools, including AV setups and live support for events in conference rooms.
• Maintain IT documentation, including knowledge bases, asset records, and process guides.
• Administer the IT team’s shared inbox and calendar for effective communication and scheduling.
• Procure IT equipment and manage inventory in accordance with firm policy.
• Provide support to other European offices, including occasional travel and out-of-hours coverage.
• Ensure adherence to corporate information security standards and procedures.
• Participate in a rotating shift pattern and be available for on-call, weekend, and overtime work as required.
• Undertake additional responsibilities and attend off-site training as necessary.

Technical Skills and Competencies

• Proficient in Microsoft Windows operating systems and Office 365 applications.
• Experienced with IT Service Management (ITSM) systems.
• Familiar with document management systems.
• Skilled in testing and validating software deployment packages
• Competent in configuring and supporting iOS and Android mobile devices.

Qualifications

Candidate profile

Essential Attributes:

• Strong technical skills across Windows OS, Office 365, imaging tools, remote access, and call logging systems.
• Solid knowledge of desktop hardware and peripherals.
• Minimum two years of IT support experience in a high-availability, networked environment.
• Strong customer service orientation with excellent telephone and face-to-face communication.
• Proven experience supporting mobile devices (e.g. iPads, iPhones, Android).
• Ability to work effectively with third-party vendors and consultants.
• Capable of prioritising and managing a demanding workload under pressure.
• Clear written and verbal communication.
• Self-motivated team player with a proactive and flexible mindset.
• Commitment to ongoing personal and professional development.
• Familiarity with ITIL best practices.

Preferred Experience:

• Exposure to Sidley’s software environment (e.g. Windows 10/11, Litera Compare, NetDocuments, Zoom Workplace, ServiceNow, SCCM, Citrix, GlobalProtect VPN).
• Experience with Dell desktops/laptops.
• Familiarity with Blackberry mobile apps and Microsoft Intune.
• Experience coordinating multi-site video conferences and webinars.
• Previous experience in a legal or professional services environment.
• ITIL Foundation certification or certifications in core software/hardware platforms.

Other Skills and Attributes:

• Strong organisational skills and attention to detail.
• Good judgement and discretion when handling sensitive information.
• Resilient and calm under pressure.
• Takes initiative and demonstrates accountability.
• Able to manage competing deadlines and priorities effectively.
• Strong interpersonal and collaborative working style.
• Sound problem-solving and analytical abilities.
• Willingness and physical capability to install and relocate IT equipment, with reasonable adjustments made where required.

Benefits

• Annual discretionary performance bonus
• Non-contributory pension scheme – 5% from firm matched by 3% from employee
• 33 days paid time off (including short-term sickness absence)
• Private Medical Insurance
• Permanent Health Insurance
• Life Assurance – 4x salary
• Contribution towards health club membership
• Interest free season ticket loan
• Free GP Service and regular health checks

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