IT Service Engineer

About This Role

What We Will Offer If you require this document in an accessible format (e.g. large print), please contact hr.recruitment@stephensonharwood.com

We will offer you a place where you can be yourself and where there are no limits on what you can achieve. With us, you can take ownership of your career and have honest conversations throughout. You would join an ambitious firm with a clear strategy for profitable growth where you can gain early responsibility and early involvement in growing the business. Here you can expect a competitive and fair reward as well as recognition based on all round performance. This forms part of our internal promise to you, The Deal, between the firm and its employees.

• A competitive salary and a host of family friendly policies
• Life assurance, private health and dental care for yourself and immediate family
• We support the causes you care about, by giving you one day per year off to volunteer with any charity that you are involved with outside of work.
• A wellbeing strategy that focuses on preventative measures to maintain overall health, and tools and support for when our people experience physical or mental difficulties. The strategy focuses on four pillars: physical, emotional, financial and social aspect
• Most of our roles are hybrid, meaning that colleagues benefit from working in our office and remotely. We are happy to discuss this and other flexible working arrangements with you as part of the application and interview process.

Team Structure This role will be the sole IT Engineer for the Dubai office and KSA but will be part of a wider engineering team. It will report to the IT Service Delivery Manager and is essential for maintaining an organisation's IT systems by diagnosing, troubleshooting, and resolving technical issues across hardware, software, and networks.

Main Responsibilities

• Diagnosing, troubleshooting, and resolving technical problems across hardware, software, and network components to ensure smooth operations.
• Support routine updates, patches, and system checks to maintain optimal performance and security of IT infrastructure.
• Install, set up, and configure software applications, operating systems, and hardware devices to meet the Business needs.
• Provide assistance with hardware-related issues, including setting up new devices, diagnosing faults, and coordinating repairs or replacements.
• Offer technical assistance to end-users and clients, guiding them through technical challenges, and effectively communicating complex concepts to non-technical individuals.
• Implement and monitor security protocols, such as firewalls, antivirus software, and access controls, to safeguard sensitive data and prevent cybersecurity threats.
• Maintain accurate records of technical issues, solutions, and procedures, contributing to a comprehensive knowledge base for efficient problem-solving in the future.
• Work closely with other IT teams including the global IT System Engineer community, to coordinate efforts, share expertise, and ensure seamless IT operations within the organisation.
• Ensure all ServiceNow incidents and requests are actioned, kept up to date and that the end user is informed of status.
• Provide a mixture of desk side support, remote support in-line with operational needs.
• Be an on-point Engineer for project requirements, as and when required.
• Identify, inform and escalate any patterns or trends of calls in a timely manner to the IT System Lead or the IT Service Manager.
• Use suppliers and vendors as a source of escalation to resolve problems.
• Support firm events that require an engineer on hand for AV set up and troubleshooting when required.

Attributes/Skills Required

• Previous experience within a legal partnership or professional services environment is ideal
• Experience of supporting and using Windows 11, Office 365 and Exchange
• Familiarity with help desk software (such as ServiceNow)
• Experience of supporting mobile devices using an MDM solution
• FileSite experience – client-side troubleshooting, how do I’s, and awareness of import and exporting data.
• Experience of supporting legal applications such as iManage, Big-Hand, time recording, Intapp Time and Expert, amongst others
• Experience of Microsoft Azure Active Directory and Intune.
• Experience of PC, laptop, printer, network troubleshooting
• Experience of AVMI / Video Conferencing
• Customer-focussed with excellent communication and inter-personal skills
• Team-oriented with the ability to deal with tasks effectively
• Strong organisational skills and the ability to juggle a constantly changing workload
• Able to work under pressure and prioritise conflicting demands
• Aptitude for problem-solving and documenting the solution to share with others (inc immediate team)
• Ability to develop and maintain good working relationships with both internal and external clients, maintaining a high level or professionalism.
• Able to work 5 days in the office as well as be flexible, in that you are able to travel to other offices when required to do so
• Natural instinct to support the office user base with tasks and activities not normally associated to an ITSE.

About The Firm Stephenson Harwood is an international law firm, and we're committed to creating 'positive partnerships' with our clients. We represent listed and private companies, institutions and individuals, building lasting relationships to help them succeed in a complex and ever-changing world.

Our focus is on five core sectors: Energy Transition, Life Sciences and Healthcare, Private Capital and Funds, Technology, and Transportation and Trade.

With more than 1,500 people, including 220+ partners, across ten offices in Europe, the Middle East and Asia, we combine deep legal capabilities and broad commercial expertise. We have also forged close ties with high quality law firms around the world, blending local knowledge with global savvy for clients in over 100 countries.

We understand the power of diversity in delivering that high calibre advice to our clients. We want to attract diverse talent and we particularly encourage applications from underrepresented demographics.

220+ PARTNERS

10 OFFICES

45+ LANGUAGES SPOKEN BY OUR PEOPLE

Offices in Al Khobar, Athens, Dubai, Hong Kong, London, Paris, Riyadh, Seoul, Shanghai, Singapore and associated office in Guangzhou

Our Brand Strengths GO FAR, GO TOGETHER EXPERTS IN MORE THAN LAW CAN DO PERSONALITIES ALWAYS READY