2nd Line Service Desk Engineer

Term: Permanent
Working hours: Full time – 37.5 hours per week + shift work from time to time on a rota basis
Department: Business Systems
Location: Ipswich
The firm

Birketts is an ambitious full service, top 50 UK law firm, operating in East Anglia, London and the surrounding areas.  With a rich heritage spanning over 150 years we’ve built an enviable track record advising businesses, institutions and individuals in the UK and internationally.

Throughout our history our ethos has remained simple: we provide clear legal advice and value and insight to our clients.

We believe that through this approach and a combination of technical excellence and high quality service we can develop long-lasting partnerships and become our clients' solicitor of choice.

The department

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

Purpose of job

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 aswell 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 excell 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 enthustiastic and talented employees looking to build their career in the IT profession. 

  • 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
  • Participation in the out of hours rota
The candidate
  • Experince working within an IT Service Desk
  • Microsoft Technologies e.g Active Directory, Office 2016, 2019, 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.
Equal opportunities

We are committed to recruiting individuals on merits of suitability for each role, on the basis of 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.

Core Benefits

·     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

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.