2nd Line Service Desk Engineer

Birketts is a full service, UK Top 50 law firm. With a heritage spanning 160 years, we have more than 500 lawyers and legal professionals based in Cambridge, Chelmsford, Ipswich, London, Norwich and Sevenoaks. We advise businesses, government and public sector organisations and individuals in the UK and internationally across four principal practice groups: property, corporate services, litigation and private client advisory.

We are defined by our Next Level Law proposition. We work with our clients as a proactive partner, horizon scanning and thinking ahead to the changes, challenges or opportunities that they may face.

Next Level Law is also applied to our people. Our collegiate culture means everyone is encouraged to achieve their next level in everything they do.  RollOnFriday recently ranked us as the 5th best law firm to work at in 2024.

With our ambition to succeed, comes a strong desire to make a positive contribution to the communities we serve, and we are committed to delivering the objectives set out in our ESG strategy. Diversity plays an integral part in all that we do, with female partners comprising 40% of our partnership.

The role is to join the Service Desk 2nd line team within a wider IT team.  The IT Team is responsible for all aspects of IT across the business, covering User Support, Infrastructure Network, Security, Data and Development team.

Due to the nature of the role and the support required by the Legal teams, this role is 100% office based in Chelmsford and cannot be offered as a hybrid or flexible role.

As one of a team of 2nd Line Service Desk Engineers, your role will be to provide a first class level of support to internal users based in your designated office(s) as well as to those who are remote. 

Working to ITIL best practices, you will strive to work collaboratively with the team to meet SLA targets, escalating where appropriate but always ensuring that the user is at the forefront of the mind, keeping them informed and included in progress.

The role will suit someone who thrives in assisting users who may not necessarily have IT backgrounds to overcome their IT challenges through excellent communication and troubleshooting techniques.  You will excel in a busy and buoyant working environment and enjoy being part of a team.

As part of a wider IT services team, the future offers numerous progression and personal development opportunities for enthusiastic and talented employees looking to build their career in the IT profession.

The role of a 2nd Line Engineer will include:

• IT Support and Hardware Deployment for your designated location.
• Progression of 2nd Line tickets passed through the Service Desk.
• Accuracy of Data used to define, troubleshoot and close tickets passed through the ticketing system.
• Working to agreed Service Desk processes using ITIL best practices
• Punctual and Available to ensure support levels are maintained across the team.
• Providing great customer service in a friendly, professional and easy to understand manner, breaking down the technical jargon.
• Managing your own workload, knowing when to research and when to escalate.
• Contributing to the overall success of the IT Team.

This exciting role is due to our firm growing. The team is very supportive of each other and all members work in a supportive manner. Ideally we are looking for the below skills, but please do apply if you feel you have some but not all:

• Experience working within an IT Support Service/Service Desk
• Microsoft Technologies e.g Active Directory, Office/O365
• Legal Software beneficial e.g iManage, Aderant, Bighand
• ITIL Foundation
• Comptia A+
• Strong IT troubleshooting skills
• Excellent communication skills
• Ability to work under pressure and to meet deadlines
• Self-motivated with ability to use initiative
• A highly customer service focused mind-set
• Effective team-player
• A commitment to ongoing development.

Birketts is a flexible business which has embraced a hybrid working model where our colleagues enjoy a mix of home and office working. We welcome applications from people looking for flexible, agile, and part-time roles and we are happy to explore your preferred working patterns as part of your application. We are proud to offer a competitive total rewards package designed with our colleagues, health and wellbeing in mind.

Our Benefits include:

• 25 days holiday (FTE) plus Bank Holidays
• Long Service holiday award – 1 extra week every 10 years continuous service
• Private Healthcare with BUPA (offered after probation is passed)
• Scottish Widows Pension Scheme (5% employer / 5% Employee)
• Staff Profit Share / Salary sacrifice (Pensions, Staff Profit Share)
• Life Assurance   - 4 x salary / Permanent Health Insurance
• Paid ESG day (Environmental, Social and Governance)
• Enhanced Maternity/Paternity Leave
• Subsidised gym membership
• Electric car scheme
• Eye Care Voucher
• Agile Working Policy
• Dress for your Day Policy.

We are committed to recruiting individuals on merits of suitability for each role, based on qualifications and experience. All applications are treated fairly and equally regardless of sexual orientation, race, disability, religious beliefs and any other protected characteristic, ensuring that there are equal opportunities at all stages of the recruitment process.