What we will offer

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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.

Team Structure

As an IT Support Engineer (ITSE)/Trainer, you will have the exciting opportunity to provide technical assistance and support to end-users within our organisation, as well as provide training to local users to help support such things as onboarding.

You will play a crucial role in maintaining the technological infrastructure of our organisation and ensuring uninterrupted business operations

Due to the nature of the office, this role also includes an element and expectation to be able to train users on the technology in use within the firm, this includes but not limited to the onboarding of users.

Main Responsibilities

IT Service Engineer

• Respond to user enquiries and technical issues through various channels, such as in-person, phone, or our ServiceNow ticketing solution, ensuring tickets are correctly logged and updated
• Provide regular updates on progress on the ticket notes and to the requestor, creating trust and expectation management. Take ownership of the problem.
• Troubleshoot and resolve hardware, software, and network-related problems promptly and effectively.
• Perform routine maintenance tasks, including software installations, updates, and upgrades, when needed.
• Monitor system performance, identify potential issues, and implement proactive measures to optimise system efficiency and reliability. Reporting trends and patterns to the IT Service Manager
• Assist with the configuration, maintenance, and troubleshooting of network devices, such as routers, switches, firewalls, and wireless access points. Ensure network connectivity, implement security measures, and assist in resolving network-related issues.
• Oversee the inventory, deployment, and maintenance of computer hardware, peripherals, and mobile devices. Collaborate with vendors to repair or replace faulty equipment and manage warranty claims.
• Work with the Solution Architects to optimise performance of the technical solutions in the local office
• Provide technical support for standard business applications, operating systems, and tools.
• Create and maintain technical documentation, including user guides, knowledge base articles, and standard operating procedures. Share knowledge and best practices with team members to foster continuous learning and improve support efficiency.
• Work effectively, efficiently, and respectfully alongside other IT System Engineers
• Follow standard procedures for escalation of unresolved incidents to the relevant teams
• Escalation of urgent/ difficult or large impacting calls to the IT Service Manager

IT Training

• Support the creation and delivery of training materials including infomercials, video and written guides.
• Run IT Training courses for all levels of staff in a variety of formats including group, one-to-one, deskside, floor walking, remote delivery
• Contribute/suggest ideas to the IT Change and Adoption team creating a collaborative approach to enrich the user experience within the local office
• Conduct user training sessions and workshops to enhance employees\' technical skills and awareness of IT policies and procedures. Provide guidance on the effective use of IT resources and promote best practices, such as data security and privacy
• Work closely with the Change and Adoption team to share local experience to help benefit communications, training material and tech tips
• Provide assistance as a project resource, as and when required

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.

Attributes/Skills 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
• Experience of supporting legal applications such as Worksite, Big-Hand, time recording, Intapp Time and Expert, amongst others
• SCCM experience \xe2\x80\x93 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
• Experience of developing and delivering training on a variety of devices, such as, laptops, desktops and mobile devices
• Capable of producing and updating training guides, handouts and other materials to a high standard with strong attention to detail
• A can-do attitude that recognises the need to be flexible in a time crucial sector
• Able to travel when required to do so

Soft Skills

• 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
• Strong communication and presentation skills
• 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
• Empathetic to the end user to solve their problems
• Confident in being able to deliver training sessions to one of more users

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.

About the Firm

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 \xe2\x80\x93 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.

Stephenson Harwood