First Line IT Support

It’s the people at Shakespeare Martineau that make us so special. By understanding what our people want, giving them the support they need, recognising everyone’s contribution and realising the unique power of teams, together we win.   As a firm we are focused on proactively building and developing diverse teams, bringing different backgrounds, personalities and perspectives together. We play to our strengths, pushing ourselves to be consistently better than yesterday and deliver amazing solutions for our clients. We empower our teams with a high degree of individual responsibility; we self-manage and encourage everyone to be responsible for their own learning, knowing it makes us even better at what we do!    

We believe in trusting our people to make the right decisions for themselves, from when and where you work, to how you dress; we focus on outputs.  

Want to find more about our amazing benefits?

To provide truly outstanding client service we work as one team.  Our Business Operations Group is made up of business professionals who work with our legal professionals to provide market leading expertise to our clients.  The Groups include; Finance, Operations, HR, Marketing, IT, Risk and the Executive Leadership team.

Our IT team is responsible for providing clients and staff with high quality relevant technology, customised systems and superior service and support to ensure our business needs are always met.

Based mainly in the Birmingham office but also with a presence in Nottingham the team is around 30 strong and includes talented architects, project managers, developers, engineers, analysts and service desk support people.

This is an ever changing and exciting area to work in as we constantly look for new and innovative ways to provide the most effective solutions to the business.

We are looking for a First Line IT Support Engineer to join our IT team, part of the firm’s Birmingham-based Business Operations group.

The working hours will be 37 hours per week, working between the hours of 7.00 am and 7.00 pm Monday to Friday on a rotational basis; flexibility to work additional hours on evenings and weekends may be required.

Occasional travel to our other offices may be required.

Your key duties will be:

• Resolving IT support incidents and service requests within agreed SLA timeframes
• Recording, ownership, monitoring, tracking, and communication about incidents
• Investigating and diagnosing incidents
• Providing resolutions and workarounds from standard operating procedures and existing known errors
• Escalating incidents to 2nd line IT support
• Maintaining regular communication with the user
• Providing desktop hardware and software support
• Updating Service Desk systems in accordance with internal procedures
• Delivering remote support for home workers

Skills and experience you will have:

• A minimum of 6 months’ experience working in an IT service desk environment, or in a customer services environment where you have been able to demonstrate your passion for IT
• 5 GCSEs A – C, including Maths and English (or equivalent)
• Experience in the use of Windows 10, Microsoft Office 2016 or Microsoft Office 365
• The ability to manage user accounts
• A basic knowledge of printer and network troubleshooting
• Knowledge of supporting Windows operating systems
• Experience in using legal systems would be advantageous, however, this is not essential

Key competencies you will need:

• Excellent communication skills
• Proven problem solving skills
• To be committed to delivering excellent levels of service to clients at all times
• A polite and patient telephone manner
• Excellent personal organisation, the ability to prioritise and carry out multiple tasks
• Confidence and enthusiasm to develop a career in the field of IT and the ability to demonstrate a clear interest in this area

About you – you will be:

• Highly enthusiastic, willing to go the extra mile and be happy to go beyond the job description
• Respectful towards others and have a positive, willing and ‘can do’ attitude
• Keen to learn, ambitious in driving your own career progression and be proactive in taking ownership of issues

We embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have hubs in Birmingham, Leicester, London, Milton Keynes, Nottingham, Solihull, Stratford-upon-Avon and Sheffield. 

Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Shakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.