Helpdesk Engineer - Permanent - Brighton/London - Salary Circa 35k plus benefits.

Your new company

A leading legal services Provider which has been established over 100 years is actively seeking a new Helpdesk Engineer to join their growing team. Founded in 1920, with over 90 professional staff and offices in London, Munich, Oxford, Brighton, Manchester, and Sandwich. Our client is one of the largest firms of patent and trade mark attorneys in Europe with an internationally established reputation and a strong network of global partnerships. From large corporations to individual private inventors, our clients benefit from our expertise in a wide range of intellectual property services.

Your new role
This role is a hands-on role providing 1st/2nd line support of computers, applications, systems, video conference and phone systems to staff throughout the organisation and across all offices. It includes helping users via phone, email and face-to-face with a wide range of challenges and issues. The role involves responding to issues raised via the firm's helpdesk ticket system as well as dealing with telephone calls and face-to-face requests. It will involve working in other offices on a semi regular basis. This role is split between the London and Brighton offices with four days in Brighton and one in London. Travel expenses to locations other than your normal place of work are reimbursed.

What you'll need to succeed

As a Helpdesk Engineer:
You will answer queries received both by phone and via the firm's helpdesk call logging system. You will begin by gathering the user's information and to determine the user's issue by analysing the symptoms to understand the underlying problem; making sure you are not, "attempting to solve a symptom, instead of a problem." You will use logical and creative thinking along with your troubleshooting skills to find the underlying cause of each problem. In doing so, update ticket information and documentation.

You will deal with tasks such as resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus, although it could be most anything. We expect helpdesk engineers to be able to handle 90% of the calls they receive with the rest being escalated to 3rd line support after troubleshooting and updating ticket notes. There is a strong team ethic at the firm so you will never be on your own completely.

Applications supported include the full range of Microsoft desktop products as well as a range of industry specific applications. You will also support the firm's digital dictation and document management solutions. The firm uses a mix of Citrix virtual desktop client computing and some fatclient, requiring you to understand and support both. Applications include:
Qualifications Required:
* Strong knowledge of Microsoft operating systems
* Demonstrable troubleshooting skills
* Advanced experience with Microsoft Office products including Word, Excel and Outlook
* Excellent telephone manner, written and face-to-face communication skills

Desirable skills of the role and experience:
* Previous 1st and 2nd line support experience
* Experience in Citrix desktop environments and with Citrix Director
* Knowledge and experience of Microsoft Active Directory
* Experience working in the legal or professional services industry
* Experience working with Windows 10 and 11 Pro, 2019, 2022, Mac OS.
* Microsoft Office 2019
* Teams and Zoom; conference room support
* Mobile Apple iOS and Android, Citrix XenMobile MDM
* Dell WMS thin client management; thin and fat client PCs 2019-2021 LTSC IoT
* SCCM deployment
* Working in multi-site Enterprise environments
* Microsoft Exchange administration
* Ivanti Appsense Application Control and profile Environment Management
* Mimecast
* GoTo Assist, or other remote management tools
* Acrobat Adobe and FoxIT
* Bighand digital dictation * Dragon voice recognition


What you'll get in return

* Market rate salary, appropriate to the qualities, skills and experience of the individual candidate
* Annual bonus scheme (rate variable), which for example last year was at 4% for all employees
* Up to £1000 private health club membership subscription provision scheme
* Private Healthcare
* Life Assurance
* Season Ticket Loan (subject to 6 month qualification period)
* The Firm's Group Long Term Disability Insurance
* Childcare voucher scheme
* Comprehensive training program
* Leave starts at 24 days (which rises upon service length)
* Cycle to work scheme


What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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