Technical Support Engineer / Deskside Support Engineer L3 / Sr. IT Support

Key requirements:

• A minimum of 4 years’ experience of IT support in a corporate environment.
• Troubleshooting in a corporate computing environment;
• Investigation and diagnostic skills;
• Microsoft Windows 11;
• Microsoft Office 365 suite of Applications & Teams;
• iPhone / iPad Technology and mobile apps;
• General user administration tasks;
• Data/voice cabling and patching.
• AVD working experience;
• Proficiency in English is mandatory.Desirable
• Experience working with Legal tools in the legal sector
• iManage Document Management System
• Service Now ticket logging
• Microsoft Certified Desktop Support Technician (MCDST) or above;
• Working knowledge of ITIL/Service management best practice;
• Accredited ITIL certification (Foundation level);
• Experience in leading small projects.Competencies(Non-Technical)
• Good, confident communicator in English. Slovak language proficiency is desirable and would beconsidered an advantage.
• Positive attitude, well-motivated, keen to learn. Willing to work on a full range of supportactivities;
• Able to work independently, take responsibility and the initiative as necessary to resolve supportissues;
• Commitment and energy – there will be times when work needs to be completed outside ofnormal office hours;
• Good interpersonal skills – ability and drive to work well as part of a team.Working Arrangements
• This is a full-time office-based position and requires attendance at the office five days per week.
• Candidates should be flexible and willing to support planned change activities during weekendsand after business hours.Role summary/purpose of job General IT service and user support to all levels of colleagues both face to face and viaemail/telephone; Logging support requests and incidents; The monitoring and completion of issues and requests received by the IT Service Desk. This mayinvolve escalation to local and international support teams; Troubleshoot problems, use diagnostic tools as needed and escalate the problem to a more skilledtechnician as needed; Liaising with regional offices and third-party suppliers to resolve user support issues.Key responsibilities and deliverablesIT Responsibilities: Prioritize the BAU tasks and tickets. Ensure all tickets (incidents, service requests) are logged via the proper channel and updated withaccurate notes and status. Follow up with users regularly and ensure contact is made at the agreed time. Ensure laptops are imaged beforehand for BAU, new starters, and break‑fix. Manage laptop stock and raise orders via the service portal when running low. Manage iPhone stock and contact BRM when additional phones, screen protectors, or cases arerequired. Manage peripheral stock (monitors, mice, headsets) and seek BRM approval to order more whenneeded. Ensure permanent new hire laptops are ordered on time, imaged, personalised, and tested beforethe start date. Ensure the full new starter kit (laptop, iPhone, peripherals) is ready before the joining date. For contingent new starters, allocate a laptop from stock or raise a new starter form to order moreif stock is low. Collect old/leaver laptops and update the AMDB in line with current HAM processes. Wipe old devices using the Blancco process when applicable. Reimage laptops still under warranty and prepare them for stock. For returned iPhones, wipe via Intune if required and unassign the SIM in the SIM provider portal Store returned and wiped phones in stock for future allocation. For laptop refresh requests, ensure the correct device (as confirmed by vendor shipping details) isbuilt and assigned. Follow the build guide and HAM process when building and issuing laptops. Conduct routine floor walks to identify and resolve visible IT issues. Respond promptly to reception queries regarding meeting room issues. For WFH equipment requests, refer users to the Home Equipment Policy. Provide assistance to third‑line teams during out‑of‑hours work (incident, change, or servicerequest) when approved by management. Support activities such as network changes, meeting room setup, and power shutdown eventswhen required (Business and non-business hours) Report, raise and escalate issues that could become Major Incidents (e.g., network down, laptopbuild failures) and assist with troubleshooting/testing. Track all loan devices and ensure timely return; escalate overdue items to BRM. Assist with software installations only if approved and properly licensed; do not install unlicensedsoftware. Do not support personal devices unless explicitly approved by management. Create and maintain documentation and knowledge base articles for troubleshooting, and new ITprocedures. Ensure accurate AMDB updates for all lifecycle events (allocation, return, repair, lost/stolen,disposal, warranty replacement). Support during Major Incidents, including bridge calls, onsite support, testing, and updates toincident managers. Provide after‑hours support for major incidents or critical alerts when approved by management. Assist with testing after change activities such as deployments, network changes, Intune policyupdates, OS updates, and hardware refresh cycles. Maintain accurate documentation for local IT processes, including starter/leaver workflows,imaging SOPs, Blancco steps, and device management procedures. Support hardware audits by validating inventory, ensuring asset tags match AMDB, and reconcilingdiscrepancies. Handle escalations from the Service Desk requiring onsite support. Monitor meeting room equipment (Teams panels, displays, microphones, speakers, networkpoints) and raise issues to AV/Network teams. Coordinate with Facilities/Building Management when IT dependencies are involved (power,cabling, floor moves, desk setup, IT process document). Assist with office moves, desk reshuffles, and relocations, ensuring equipment is safely moved,patched, and tested. Provide VIP support for partners, senior stakeholders, and time‑sensitive priority requests.Quality & Process Effective monitoring and accurate logging and resolution of relevant calls in the firm’s ticketingsystem; Ensure that any acquired knowledge is entered into Service Now KB; Escalate calls intelligently and appropriately; Comply with Terms of Engagement when passing calls to other IT teams; Communicate clearly and frequently with colleagues and visitors regarding open issues; Set expectations for customers so they understand how and when their issues/requests will beaddressed; Perform agreed recurring administration tasks; Assist in the accurate administration of accounts and systems, as required; Provide innovative suggestions for technology or processes and pursue via the research pipeline.Professionalism Adopt a customer centric approach and relate to colleagues and visitors in a friendly andprofessional manner (responsive, considerate, empathic, setting expectations, positive attitude,good follow up etc.); Personal attire and presentation are of paramount importance in this customer facing role. Mustbe professional and smartly dressed at all times; Good attendance record and minimal lateness; Attend and contribute constructively in team meetings and Front Office meetings; Effective team working (cooperation, respect, sharing, good humour, open minded, supportiveetc.); Good communication skills (verbal and written, frequency, clarity, succinct etc.) Positive contact with external and internal clients (responsive, consideration of their needs, goodfollow up etc.); Management of self/time/resources (accuracy, planning, meet deadlines, consistency, reliabilityetc.); Follow departmental processes and maintain documentation and logs as required; Comply with all HR policies, as documented on the intranet; Participate in the IT community and contribute to our IT strategy and its goals.