1st Line Support Engineer

We are currently seeking a 1st Line Support Engineer to provide support to our London office. This role would be a full time position and an office based role. The post holder will be required to make semi-frequent visits to our Bournemouth office. Initial few weeks will be predominantly in Bournemouth for Induction and training.
JOB PURPOSE:
Developing and delivering customer focused, cost effective Information communication and technology services as well as supporting & maintaining throughout their lifecycle.
Desktop support to the resolution of complex software issues in line with ITIL and internal processes; including change management.
Monitoring and managing the IT Infrastructure; troubleshoot, resolve or escalate incidents as necessary.
Maintaining effective service delivery standards and customer feedback for all Information Communication Technologies.
KEY RESPONSIBILITIES:
•Installation, configuration and maintenance of various laptops.
•Configuration and setup of company mobile phones.
•Providing responsive and professional support for Partners, fee earners, administrative and other legal staff.
•Investigation, resolution and/or escalation of outstanding incidents in line with Lester Aldridge SLA’s.
•Ensure all incidents are correctly logged in line with standard operating procedures.
•Ensure continuous operation of internal networks, infrastructure and hosting system dependencies in line with company SLA’s. Pro-actively seek out and resolve potential issues to help prevent downtime.
•Support the team in the delivery of IT projects relating to the improvement of service.
•Ensuring adequate action is taken in relation to security matters and proactively managing information security with the service desk team leader.
•Implement changes in accordance with IT change management.
•Providing IT product advice and support.
•Perform regular maintenance tasks and routines.
•Ensuring compliance in all aspects of the organisational function.
SKILLS & COMPETENCE:
•Excellent customer service.
•Strong problem solving with a logical approach to troubleshooting.
•Good Microsoft Server skills.
•Good organisational and time management skills.
•Knowledge of Active Directory, GPO, DHCP, DNS & general system administration.
•Knowledge of Microsoft office products including experience of supporting users and troubleshooting.
•Knowledge of Anti-virus procedures and software.
EXPERIENCE:
•Experience of working in an IT service environment delivering front line support.
•Experience of Desktop support. This should include hardware/peripherals and operating system knowledge from Windows 10.
•Experience of installing, troubleshooting and working with Microsoft Office products (Word, Excel, PowerPoint, Outlook).
•Experience of Server support (#####+).
•Experience of asset management and build management.
•Experience of working with virtual environments preferably using VMware.
•Experience working with Azure and 365.
In return, we offer a competitive package including holiday of up to 25 days plus bank holidays, additional day off at Christmas and Birthday, access to Perkbox - an online discounts platform and lots more. We also offer career development.
Lester Aldridge is committed to being an equal opportunities employer.
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