Information Technology Support Specialist

IT Support SpecialistLocation: London (On-site – 5 days per week)Working Hours: 14:00 – 22:00 (late support, covering evening events)Salary: £45,000 – £50,000 per annumRole OverviewOur client, a leading international law firm, is seeking a proactive and customer-focused IT Support Specialist to provide hands-on, on-site technical support to their busy London office, working a late shift (14:00 – 22:00) to ensure seamless coverage across the firm's afternoon and evening operations.Reporting to the Regional Head of IT, you will be the go-to point of contact for end-user support during these hours, keeping fee earners and business services staff productive and ensuring the smooth technical running of client meetings, events, and evening functions. This is a highly visible role suited to someone who combines strong technical ability with excellent people skills and a genuine service-first mindset.Key ResponsibilitiesProvide responsive first- and second-line on-site support to lawyers, business services staff, and visitors across desktops, laptops, mobile devices, and peripherals.Troubleshoot and resolve hardware, software, network, and connectivity issues, escalating where appropriate and tracking through to resolution.Support the smooth running of meetings, client events, and evening functions, including audio-visual (AV), video-conferencing (VC), and presentation setups.Act as a key point of contact during the firm's late-support hours, ensuring continuous coverage of the London office.Log, prioritise, and manage incidents and service requests through the IT service management toolset, ensuring SLAs are met.Set up, configure, and deploy end-user hardware and software, including new-starter provisioning and device refreshes.Manage user accounts, permissions, and access in line with the firm's security and compliance policies (e.g. Active Directory, Microsoft 365).Maintain accurate documentation, knowledge-base articles, and asset records.Contribute to the continuous improvement of support processes and the overall end-user experience.Provide support to other regional offices and out-of-hours cover where required.Skills & ExperienceProven experience in a deskside, end-user, or IT support role, ideally within a law firm, professional services, or another fast-paced corporate environment.Strong hands-on knowledge of Windows 10/11, Microsoft 365, and common desktop applications.Experience supporting AV and video-conferencing technologies (e.g. Microsoft Teams, Zoom, Cisco/Poly) in meeting-room and events settings.Familiarity with Active Directory, Exchange/Exchange Online, and endpoint or mobile device management.Experience using an ITSM/ticketing platform to manage incidents and service requests.Excellent customer-service skills, with a calm, professional, and approachable manner when supporting senior stakeholders.Strong troubleshooting and problem-solving ability, with a methodical, detail-oriented approach.Comfortable working the 14:00 – 22:00 shift, on-site five days per week, and flexible to support evening events.Excellent verbal and written communication skills.Desirable QualificationsRelevant certifications such as CompTIA A+/Network+, ITIL Foundation, or Microsoft 365 certifications.Experience supporting legal-specific applications (e.g. document management systems such as iManage, digital dictation, or document comparison tools).Prior experience providing white-glove/VIP support to partners or senior executives.Experience within an international or multi-site organisation.If you are passionate about this opportunity and meet the qualifications and skills outlined, we encourage you to promptly submit your CV for consideration. Please note that the duties mentioned above are not exhaustive, and the role's responsibilities may evolve in response to changing circumstances and requirements.Sure Commercial Limited (trading as Sure Exec Search) is a proud Equal Opportunities employer and does not discriminate against any candidate on the grounds of age, disability, sex, gender identity, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, or other applicable legally protected characteristics. Our Diversity, Equity, and Inclusion Policy is available on request.