1
applicant
IT System Engineer
at Stephenson Harwood LLC London in London (Published at 23-11-2023)
What we will offer:
If you require this document in an accessible format (e.g. large print), please contact hr.recruitment@shlegal.com or call 020 7809 2711
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 get 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.
An IT Service Engineer is essential for maintaining an organisation's IT systems by diagnosing, troubleshooting, and resolving technical issues across hardware, software, and networks. Their role involves installing software, setting up hardware, conducting maintenance, and ensuring security measures. Collaborating with IT teams, they communicate technical concepts clearly to non-technical users, document solutions, and contribute to a seamless IT operation, ultimately enabling efficient workflow and minimising end user disruption.
- 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 Service 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 and static support on the TechBar in-line with operational needs.
- Provide assistance as a project resource, as and when required.
- Identify, inform and escalate any patterns or trends of calls in a timely manner to the IT Service Lead or Service Management team.
- 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.
- Previous experience within a legal partnership or professional services environment
- Experience of supporting and using Windows 10, 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 Worksite, Big-Hand, time recording, Intapp Time and Expert, amongst others
- SCCM experience – application deployment and troubleshooting experience of Virtual desktops and VPN technologies
- 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
- Ability to develop and maintain good working relationships with both internal and external clients
- Flexible, in that you are able to travel to other offices when required to do so
This job description is indicative only and does not represent an exhaustive list of responsibilities. The firm reserves the right to alter or change the responsibilities at any time, in line with the firm's strategy and business needs.
We are an equal opportunity employer, committed to having a diverse workforce. We do not discriminate on the basis of age, sex, race, disability, sexual orientation, culture or any other protected characteristics. We aim to create a culture where everyone can be themselves and is valued for their strengths and unique perspectives.
With 8 offices worldwide and with our headquarters based in London, Stephenson Harwood is a law firm where our people are committed to achieving the goals of our clients - listed and private companies, institutions, and individuals across the globe. Our mix of expertise and culture results in a combination of deep local insight and the capability to provide a seamless international service.
Our experience encompasses corporate, commercial litigation and arbitration, employment, pensions and private wealth, finance, marine and international trade, and real estate and projects.
We assemble teams of bright thinkers to match our clients' needs and give the right advice from the right person at the right time. Dedicating the highest calibre of legal talent to overcome the most complex issues, we deliver pragmatic, expert advice that is set squarely in the real world.
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.
Our values:
Individuality - We encourage creativity and develop talent
Commitment - To be the best and deliver the highest standard
Teamwork - We work together to build close, long-term relationships
Straight talking - We say what we mean and do what we say
These values express the personality of the individuals within our firm. They are the behaviours we encourage in our people and the standards which inform our decisions and actions.
Our vision into 2026
To be a successful firm where talented people work together in an entrepreneurial environment, building long term client relationships.
This vision is about who we want to be, as well as who we are. It is as much about our values as about our character – the attributes we want to see from all of our people. It also reflects the importance of remaining independent - a clear sign that we are confident in our own future. That's how we unlock our entrepreneurial spirit, advising our clients with top performing teams.
A key part of the 2026 strategy is to focus on five core sectors: decarbonisation, life sciences, private capital & funds, technology, and transportation & trade. These have been identified as crucial in the drive for accelerated profitable growth.
