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About the Role

The 2nd Line Support Engineer will act as an escalation point for complex technical issues, providing advanced troubleshooting, incident resolution, and operational support across end-user devices, applications, and infrastructure. The role combines technical depth with strong customer service and collaboration skills to ensure seamless IT operations and effective support for business-critical systems.

Responsibilities

• Provide 2nd line technical support across Windows, IOS and other mobile environments.
• Diagnose and resolve escalated incidents from the MSP helpdesk within SLA targets or internal escalations.
• Support the lifecycle management of IT assets, including laptops, mobile devices, printers, and peripherals.
• Assist in the setup, configuration, and maintenance of remote desktop and VPN solutions.
• Support administration and troubleshooting within the Microsoft 365 ecosystem (Outlook, Teams, SharePoint, OneDrive).
• Manage user access and security through Azure Active Directory / Entra ID.
• Provide technical support for core business systems including: Intapp Time, 3E, Emburse, iManage, Upper Sigma, and Introhive.
• Coordinate with vendors and internal teams for system updates, testing, and integrations.
• Monitor and maintain endpoint and email security tools such as Mimecast and Sentinel One (or equivalents).
• Collaborate with MSP, cyber partners and SOC to ensure a consistent proactive security posture.
• Support user awareness initiatives and ensure adherence to firmwide security policies.
• Contribute to IT project implementations, testing, and post-deployment support as required.
• Participate in rollout of new applications and infrastructure improvements on an ongoing basis.
• Support automation and workflow optimisation initiatives.
• Familiarity with ChatGPT Enterprise, with solid understanding of prompting and custom GPTs.
• Act as a secondary point of contact for IT vendors and managed service providers.
• Assist the IT Supervisor with procurement, inventory tracking, and supplier liaison.
• Provide high-quality support and communication to end users and stakeholders.
• Mentor junior team members, including apprentices.
• Share technical knowledge and contribute to process improvement documentation.

Requirements

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Proactive and collaborative approach to service delivery.
• Commitment to continual learning and development.

Skills

• Microsoft 365 administration (including Azure AD, Endpoint Manager / Intune).
• Windows 11 desktop support and configuration.
• VPN, remote desktop tools, and endpoint security management.
• Mimecast, Sentinel One (or comparable solutions).
• Active Directory and Group Policy management.
• iManage Work / Mobility / Archiving administration and support.
• Familiarity with Azure, Power Automate, and application deployment workflows.
• Familiarity with ChatGPT Enterprise and its use cases in a legal environment.
• Legal or professional services IT environment.
• Exposure to 3E, Intapp and iManage ecosystems.
• Mobile device management and experience.
• Basic networking concepts (DNS, DHCP, VPN, routing).