Job Description

Job Title: Second Line IT Engineer

Location: St Albans (with travel to other GT Stewart offices as required)

Salary: £28,000 – £32,000 per annum (depending on experience)

Hours: Full-time, 37.5 hours per week

GT Stewart Solicitors is seeking a proactive and technically skilled Second Line IT Engineer to join our growing IT team. The successful candidate will provide high-quality second-line technical support across the firm, resolving more complex IT issues, maintaining infrastructure, and supporting the delivery of IT projects.

Working closely with the Head of IT, you will help ensure our systems remain secure, reliable and efficient, enabling our staff to provide an exceptional service to clients.

Key Responsibilities

Second Line Technical Support

• Act as the escalation point for technical issues that cannot be resolved by first-line support.
• Diagnose and resolve hardware, software, operating system and application issues.
• Troubleshoot networking, printer, telephony and remote access problems.
• Support Microsoft Windows desktop environments and Microsoft 365 applications.
• Install, configure and maintain desktops, laptops, mobile devices and peripherals.
• Maintain accurate documentation within the IT service desk system.

Infrastructure & Systems Support

• Assist with the administration and maintenance of the firm's servers, network and cloud infrastructure.
• Support Active Directory and Microsoft Entra ID user administration.
• Assist with Microsoft 365 administration, including Exchange Online, Teams, SharePoint and OneDrive.
• Support software deployments, operating system upgrades and routine maintenance.
• Assist with backup solutions, disaster recovery processes and business continuity planning.
• Support Mobile Device Management (MDM) and endpoint management solutions.

Security & Compliance

• Apply security updates and software patches.
• Assist in monitoring security alerts and responding to incidents.
• Ensure IT systems operate in accordance with firm policies, GDPR and Cyber Essentials requirements.
• Promote good cyber security practices throughout the firm.

Projects

• Support infrastructure improvements and IT projects.
• Assist with office moves, hardware refreshes and technology rollouts.
• Work with third-party suppliers to resolve technical issues.

Customer Service

• Deliver professional and friendly support to colleagues across the business.
• Keep users updated throughout the lifecycle of support requests.
• Produce technical documentation and user guides where appropriate.
• Provide occasional user training on new systems and technologies.

Continuous Improvement

• Identify recurring issues and recommend permanent solutions.
• Contribute to improving IT processes and documentation.
• Keep technical knowledge current through continuous professional development.

Person Specification

Essential

• Previous experience providing second-line IT support.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience supporting Active Directory, Microsoft Entra ID, Exchange Online and Teams.
• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP and VPN).
• Experience supporting desktops, laptops, printers and mobile devices.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to manage competing priorities effectively.
• Full UK driving licence and willingness to travel to other GT Stewart offices when required.

Desirable

• Experience within a legal or professional services environment.
• Knowledge of Microsoft Intune and endpoint management.
• Experience supporting Hyper-V or VMware.
• Knowledge of backup and disaster recovery technologies.
• IT certifications such as Microsoft, CompTIA or ITIL.

Reporting Line

Reporting to the Head of IT.