IT Support Desk Engineer

IT Support Desk Engineer
Work in partnership with IT professionals and colleagues across East Anglia

The IT Support Desk Engineer Role

In this role you will provide day-to-day support to your colleagues at Holmes & Hills Solicitors.  This includes desktop support and occasional project support for our six sites.  You will be responsible for answering support calls,  logging and dealing with user issues, escalating calls where necessary and assisting with the resolution of hardware, software and infrastructure issues.

Whilst this role is mainly based on our Support Desk in Marks Tey, Colchester you will need to be able to drive and have your own vehicle to be able to provide support across all six sites.

The day to day

  • Answering calls to the helpdesk. 
  • Respond to user support calls via telephone, email or web. 
  • Maintaining accurate call log records. 
  • Resolving calls where possible, via telephone advice, remote connection to users’ desktop or physically attending users’ desks. 
  • Escalating calls as necessary to Infrastructure Engineer or to SOS developer. 
  • Identifying recurring themes and faults for escalation to Infrastructure engineer, SOS Developer or Head of IT for further diagnosis. 
  • Communicate progress to users. 
  • Complete setup, configuration and deployment of company laptops and desktops and troubleshoot those devices as well. 
  • Work with vendors on Warranty issues. 
  • Assist with monitoring and maintaining antivirus, patching and asset management tools. 
  • Assist with data backup systems. 
  • Creating and administering user accounts. 
  • Assisting second line support with monitoring tasks. 
  • Other Ad hoc duties as required. 

What experience and qualifications do I need?

You should have a relevant qualification (IT Related Educational or professional) or relevant proven experience. You should have knowledge and experience of:

  • Windows 10  Operating System
  • Laptop, Desktop, Tablet, and mobile phone configuration
  • Microsoft Office 365
  • Experience in a client-facing role

What skills should I have?

Problem-solving: Ability to quickly identify hardware, software, and network issues, review related information and evaluate and implement solutions.

Communication: Communicates effectively and appropriately.  Speaks and writes clearly and credibly.   Actively listen to others.  Ability to present information to technical and non-technical persons, both across the firm and with outside vendors as required.

Team Working: Ability to work well both as part of a team and independently.

What are we offering?

A competitive salary which will be subject to previous experience, as well as a modern and agile working environment at the firm’s brand-new regional head office, the A12 Commercial Hub, at Marks Tey, Colchester. The A12 commercial Hub offers colleagues free parking, agile working space, and easy access by road (being based on J25 of the A12) or train (500m from Marks Tey train station).

Who will I be working with?

You will be working within the growing IT Team at Holmes & Hills and will be supervised by the Head of IT and Infrastructure. You will also work closely with colleagues across the firm. 

About Holmes & Hills Solicitors

Holmes & Hills Solicitors is a large and growing regional law firm with its heart in East Anglia. From six offices across Essex and Suffolk - including the brand new 14,000 sq ft A12 Commercial Hub at J25 of the A12 - our 140 legal industry professionals work in partnership with clients to provide truly proactive legal services through personal relationships.

Acting as a trusted advisor to individuals, businesses and local authorities, the solicitors and support staff at Holmes & Hills take the time to understand clients’ objectives before delivering practical advice through a personal and accessible approach.

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