1st Line Support Engineer - Withers & Rogers : Job Details

1st Line Support EngineerAbout UsWithers & Rogers is one of Europe’s largest dedicated intellectual property law firms, with offices across the UK, Paris and Munich. Established more than 140 years ago, we remain as passionate as ever about making intellectual property work to our clients’ best advantage. Today, our clients include many renowned, innovative organisations from across Europe, North America, and Asia.We believe that our patent and trade mark attorneys, support, and operations staff have a breadth of expertise and a depth of specialist sector knowledge that is second to none. Our purpose is building trusting relationships, and our vision is to be an independent, responsible, sustainably profitable, and globally focused firm, known for building trusting relationships.The RoleAn exciting opportunity has arisen to join our IT team, delivering 1st line technical support to our busy intellectual property firm. This is a full-time, permanent position based in our Bristol office. Hybrid working options, including working from home, are available. There is an expectation that you will need to attend the Bristol office once per week on average, or as required by the role. Travel to other offices will be required on an occasional basis.In this role your responsibilities will include: Helpdesk- Acting as first point of contact for all Helpdesk calls, emails and alerts. Assisting users remotely (over email and phone) and face-to-face.- Logging all calls promptly, assessing the urgency of Helpdesk calls, prioritising accordingly and adding progress notes to all calls.- Assessing the complexity of an issue and progressing autonomously, escalating when required.- Monitoring call queue to ensure issues/problems are addressed in a timely manner.- Communicating with users on the status of Helpdesk calls and proactively managing problem calls through to completion in a timely manner.- Troubleshooting to help resolve issues.- Researching solutions to problems and documenting them on the Knowledge Base for future reference.- Setting up and maintaining user accounts on systems.- Providing occasional on-site support at other sites to resolve issues.- Assisting with IT projects.PC Builds- Co-ordinating the process of setting up new employees with all necessary IT equipment and system access.- Applying software licensing requirements within the Helpdesk environment.- Procuring hardware/software as required.- Ensuring that the latest builds are applied, that the devices meet a standard quality level and are made available for deployment within assigned timescales.- Configuration of new software for both office based and remote workers.- Escalating technical and software build issues to the Infrastructure Manager.About YouTo join us as a 1st Line Support Engineer, you'll need: - Experience of at least one year in an IT Helpdesk environment, with knowledge of Microsoft Windows operating systems (Windows 10 and 11) and Office 365 applications.- Basic understanding of Windows Server, Active Directory, and solid knowledge of basic network operation including TCP/IP, DNS and DHC.- Knowledge of desktop, laptop, and printer troubleshooting. An understanding of SharePoint Online is desirable. - Ability to provide remote end user support via remote control tools. Confidence in guiding users through a series of actions face-to-face and over the phone. - Experience managing multiple cases simultaneously and troubleshooting system and network problems, diagnosing and solving hardware or software faults- Exceptional attention to detail and pride in accuracy, excellent communication skills and able to translate technical information to all levels of internal and external contacts, third party consultants and software vendors.- Ability to balance and prioritise workload, remain composed and level-headed during periods of particularly busy activity, and being proactive in helping other members of the team.Applications will be reviewed as they are received so early applications are encouraged.We foster a supportive and inclusive culture where employees are encouraged to broaden their knowledge, challenge themselves and share their ideas.If you think you have the skills to succeed, we would love to hear from you.