IT Support Specialist
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Key skills for this role
About the Role
**What You'll Be Doing** * Acting as the go-to person for IT queries logged via phone, email, or in-person, triaging and resolving issues at first contact wherever possible * Keeping the ticketing system up to date — logging, tracking, and documenting incidents from report through to resolution * Escalating more complex problems to senior engineers with clear, accurate notes to speed up resolution * Managing user accounts and access across Active Directory, Exchange, and
Key Skills for This Role
Full Job Posting
What You'll Be Doing
- Acting as the go-to person for IT queries logged via phone, email, or in-person, triaging and resolving issues at first contact wherever possible
- Keeping the ticketing system up to date — logging, tracking, and documenting incidents from report through to resolution
- Escalating more complex problems to senior engineers with clear, accurate notes to speed up resolution
- Managing user accounts and access across Active Directory, Exchange, and related platforms
- Setting up, imaging, and maintaining laptops, desktops, mobile devices (including Surface and similar hardware), monitors, and peripherals
- Supporting onboarding/offboarding processes, device loans, and mobile device distribution
- Troubleshooting the Microsoft 365 suite (Word, Excel, PowerPoint, Outlook) including permissions, calendar sharing, and delegation issues
- Supporting mobile device management tools and remote/Citrix-based working setups
- Helping run meeting room tech and AV support as needed
- Spotting recurring issues and feeding insights back to the team to help prevent repeat tickets
- Contributing to internal knowledge base articles, FAQs, and how-to guides
- Supporting software rollouts, patches, and upgrades in line with change management practices
- Keeping hardware stock levels in check and liaising with procurement on replenishment
- Helping uphold SLAs and keeping users informed and reassured throughout the resolution process
- Pitching in on IT projects and implementations as they arise
What We're Looking For
- Hands-on experience in a client-facing IT support role, ideally within a professional or corporate services environment
- Solid working knowledge of Windows 10/11 and general PC hardware setup (printers, peripherals, wireless devices)
- Strong troubleshooting skills across Microsoft Office and Outlook/O365 in a networked environment
- Comfortable using ticketing/call-logging systems; ITIL exposure is a plus
- Experience supporting mobile devices; telephony system experience is a bonus
- Familiarity with document management systems is a plus
- Excellent communication skills — able to translate technical issues into plain English for non-technical users
- Calm under pressure, well-organised, and comfortable juggling competing priorities
- A genuine team player with a proactive, can-do attitude
- Prior experience in a law firm or legal services environment is an advantage but not essential
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