IT Support Specialist

What You'll Be Doing

• Acting as the go-to person for IT queries logged via phone, email, or in-person, triaging and resolving issues at first contact wherever possible
• Keeping the ticketing system up to date — logging, tracking, and documenting incidents from report through to resolution
• Escalating more complex problems to senior engineers with clear, accurate notes to speed up resolution
• Managing user accounts and access across Active Directory, Exchange, and related platforms
• Setting up, imaging, and maintaining laptops, desktops, mobile devices (including Surface and similar hardware), monitors, and peripherals
• Supporting onboarding/offboarding processes, device loans, and mobile device distribution
• Troubleshooting the Microsoft 365 suite (Word, Excel, PowerPoint, Outlook) including permissions, calendar sharing, and delegation issues
• Supporting mobile device management tools and remote/Citrix-based working setups
• Helping run meeting room tech and AV support as needed
• Spotting recurring issues and feeding insights back to the team to help prevent repeat tickets
• Contributing to internal knowledge base articles, FAQs, and how-to guides
• Supporting software rollouts, patches, and upgrades in line with change management practices
• Keeping hardware stock levels in check and liaising with procurement on replenishment
• Helping uphold SLAs and keeping users informed and reassured throughout the resolution process
• Pitching in on IT projects and implementations as they arise

What We're Looking For

• Hands-on experience in a client-facing IT support role, ideally within a professional or corporate services environment
• Solid working knowledge of Windows 10/11 and general PC hardware setup (printers, peripherals, wireless devices)
• Strong troubleshooting skills across Microsoft Office and Outlook/O365 in a networked environment
• Comfortable using ticketing/call-logging systems; ITIL exposure is a plus
• Experience supporting mobile devices; telephony system experience is a bonus
• Familiarity with document management systems is a plus
• Excellent communication skills — able to translate technical issues into plain English for non-technical users
• Calm under pressure, well-organised, and comfortable juggling competing priorities
• A genuine team player with a proactive, can-do attitude
• Prior experience in a law firm or legal services environment is an advantage but not essential