Second Line IT Support

Shakespeare Martineau is a Top 50 law firm that combines creativity, commerciality and clarity. We work with blue-chip companies, leading organisations, high street brands and individuals across the country.

As enterprising and original thinkers, we’re driven to create exceptional experiences for our clients and our people. We handle personal and business-critical issues and game-changing deals across many dynamic sectors. It’s stimulating and rewarding.

We’re hardworking and deeply ambitious about creating opportunities for our employees; to move forward and achieve our ambition together. We provide an environment in which you’re supported to reach your potential.

Our people have a blend of excellent technical and business skills with the talent to do things differently.

Here you’ll find top quality work, cutting edge training, high profile clients, and supportive colleagues. We think it could be time you joined us.

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.

The role:

We are looking for two Second Line IT Support Engineers to join our IT team, part of the firm’s Business Operations group.

The working hours will be 37 hours per week, working between the hours of 07:00 and 19:00 Monday to Friday on a rotational basis; flexibility to work additional hours on evenings and weekends may be required.

You will be based in Birmingham, however, additional travel to other sites may also be required to cover other members of the team.

Your key duties will include:

• being the 1st point of call for issues raised
• supplying 1st and 2nd line support to 900+ local and remote users
• ensuring that a high level of customer service and support is provided to all customers
• pro-actively monitoring ICT systems
• ensuring that all SLA’s are met
• installing and maintaining hardware and software
• working effectively and productively with 3rd line support
• taking ownership of user problems, performing technical diagnosis and fixing the issue either remotely or on-site
• documenting all calls on the call logging system
• maintaining user security on all systems
• supporting users in the use of computer equipment by providing guidance and advice
• administrating user account lifecycle
• administrating website and email security
• configuring security for all desktops and laptops
• assisting in wider projects within the team (e.g. office moves, desktop deployments, etc.)
• tracking emails
• sharing knowledge with the rest of the team

Skills and experience you will have:

• demonstrable experience in a technical customer service / IT support environment
• experience in supporting and working with active directory, exchange 2016 & office 2016
• experience in printer setup, management and driver configurations
• confidence in troubleshooting Windows 7 & 10
• experience working in a citrix based environment
• a ITIL Qualification (foundation V3)
• a minimum of 5 GCSEs A - C (or equivalent) including Maths and English
• a full valid driving licence is preferable but not essential

Experience of the following IT systems would be desirable but are not essential:

• previous use of the legal IT systems Axxia Desktop, Proclaim, iManage and BigHand Dictation
• Mitel telephone system
• Service desk tools
• Microsoft SCCM
• XenMobile
• Mimecast

Key competencies you will need:

• to be self-motivated and well organised
• to have strong verbal communication skills
• to have a positive ‘can do / will do’ attitude
• excellent customer service skills
• a polite and patient telephone manner

About you – you will be:

• highly enthusiastic, willing to go the extra mile and be happy to go beyond the job description
• keen to learn, interested in driving your own career progression and be proactive in taking ownership of this

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.