Watson Woodhouse & Macks Solicitors are national law firms, headquartered in Middlesbrough and serving clients throughout the UK and further afield across a wide range of legal areas. With a history spanning more than 30 years, we have built an outstanding reputation for providing high-quality legal advice and first-class personal service. Our people are at the heart of our continued success. We are passionate about attracting, developing and retaining talented individuals, creating an environment where our people are empowered to pursue their ambitions and build rewarding careers within the firm. We actively encourage collaboration, knowledge-sharing and the development of our people through coaching, support and continued learning.
As we continue to grow and strengthen our position across our regions, we remain committed to preserving the family culture that has always been central to who we are. Our collaborative approach and shared ambition continue to drive our firms forward.
Our dedicated Talent Team plays a key role in supporting our people and the continued growth of our business. From attracting exceptional talent to supporting career development, progression and retention, the team works closely with colleagues across the firm to ensure our people have the opportunity to thrive.
If this sounds like a vision you would like to be part of, and you meet the requirements of the role described, we would be delighted to hear from you.
Join Our IT Team
We're looking for a proactive and organised IT Support Technician to join our IT team and help ensure colleagues across the firm have the technology and support they need to work effectively.
Supporting our multisite legal practice, you'll provide first line and routine second line IT support, maintaining devices, user accounts, Microsoft 365 services and office technology. You'll play an important role in keeping our systems secure, reliable and running smoothly while delivering a responsive and professional support service to colleagues.
This is an excellent opportunity for someone who enjoys troubleshooting technical issues, learning new technologies and making a real difference to the day to day operation of the business.
The Role
As an IT Support Technician, you'll be the first point of contact for IT support across the firm, assisting colleagues via our service desk, telephone, email and in person.
You'll diagnose and resolve a wide range of technical issues, manage IT service requests, prepare equipment for new starters, support Microsoft 365 technologies and help maintain a secure and efficient IT environment.
Working closely with the IT Manager and IT Systems Administrator, you'll also assist with system maintenance, device management and continuous improvements to the firm's
IT services.
Key Responsibilities
To provide first-line and routine second-line IT support to users across the firm via the service desk, email, telephone and in person.
To log, manage, update and resolve incidents and service requests in the firm’s ticketing system within agreed service standards.
To troubleshoot hardware, software, printing, login, access, telephony, meeting room and connectivity issues.
To escalate more complex incidents, recurring issues or major problems to the IT Manager or the IT Systems Administrator as appropriate.
To build, configure, deploy, maintain and replace desktops, laptops, printers, mobile devices and related peripheral equipment.
To support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint and standard desktop applications.
To assist with Entra ID, Active Directory, Intune and endpoint administration for standard user tasks.
To carry out joiner, mover and leaver processes, including user creation, permissions, MFA setup, device allocation, equipment collection and access removal.
To maintain accurate records for IT assets, equipment stock, licenses and standard configuration information.
To support office technology including printers, photocopiers, meeting room equipment and telephony systems.
To assist with routine checks, patching, updates and scheduled maintenance activities.
To support cyber security operations by applying standard security controls, reporting suspicious activity, assisting with endpoint checks and following agreed security procedures.
To work with third-party suppliers and support providers were required under the direction of the IT Manager.
About You
You'll enjoy solving technical problems, have a methodical approach to your work and take pride in providing reliable support to colleagues.
Essential
A-Level in Information Technology or equivalent practical experience.
Good knowledge of Microsoft 365 and Windows desktop environments.
Understanding of user account administration, password management and access control.
Strong troubleshooting and analytical skills.
Ability to communicate technical information clearly to colleagues with varying levels of IT knowledge.
Excellent organisational skills with the ability to prioritise competing workloads.
Strong attention to detail and commitment to following IT security procedures.
Desirable
Experience in an IT Support, Service Desk or Technical Support role.
Experience with Microsoft Intune, Entra ID (Azure AD) and endpoint management.
Experience supporting users across multiple office locations.
Experience with legal software, document management or case management systems.
Knowledge of Cyber Essentials and secure IT practices.
Experience using Freshservice or another IT Service Management platform.
What We Offer
Competitive salary depending on experience
Company pension scheme
33 days annual leave inclusive of bank holidays
Birthday Leave
Additional long service leave
Health care cash plan
Staff discount on fees
Professional membership payments
Professional development
Employee referral scheme
