IT Service Engineer

What we will offerIf you require this document in an accessible format (e.g. large print) please contactWe 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 gain 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.A competitive salary and a host of family friendly policiesLife assurance private health and dental care for yourself and immediate familyWe support the causes you care about by giving you one day per year off to volunteer with any charity that you are involved with outside of work.A wellbeing strategy that focuses on preventative measures to maintain overall health and tools and support for when our people experience physical or mental difficulties. The strategy focuses on four pillars: physical emotional financial and social aspectMost 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.Team StructureThis role will be the sole IT Engineer for the Dubai office and KSA but will be part of a wider engineering team. It will report to the IT Service Delivery Manager and is essential for maintaining an organisations IT systems by diagnosing troubleshooting and resolving technical issues across hardware software and networks.Main ResponsibilitiesDiagnosing 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 System 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 in-line with operational needs.Be an on-point Engineer for project requirements as and when required.Identify inform and elevate any patterns or trends of calls in a timely manner to the IT System Lead or the IT Service Manager.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.Attributes/Skills RequiredPrevious experience within a legal partnership or professional services environment is idealExperience of supporting and using Windows 11 Office 365 and ExchangeFamiliarity with help desk software (such as ServiceNow)Experience of supporting mobile devices using an MDM solutionFileSite experience client-side troubleshooting how do Is and awareness of import and exporting data.Experience of supporting legal applications such as iManage Big-Hand time recording Intapp Time and Expert amongst othersExperience of Microsoft Azure Active Directory and Intune.Experience of PC laptop printer network troubleshootingExperience of AVMI / Video ConferencingCustomer-focussed with excellent communication and inter-personal skillsTeam-oriented with the ability to deal with tasks effectivelyStrong organisational skills and the ability to juggle a constantly changing workloadAble to work under pressure and prioritise conflicting demandsAptitude for problem-solving and documenting the solution to share with others (inc immediate team)Ability to develop and maintain good working relationships with both internal and external clients maintaining a high level or professionalism.Able to work 5 days in the office as well as be flexible in that you are able to travel to other offices when required to do soNatural instinct to support the office user base with tasks and activities not normally associated to an ITSE.About the FirmStephenson