Deskside Engineer

Key requirements (Communication/skills/experience)
Essential
• 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 both English and German 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 communication skills in both English and German are mandatory.
• Positive attitude, well-motivated, keen to learn. Willing to work on a full range of support activities;
• Able to work independently, take responsibility and the initiative as necessary to resolve support issues;
• Commitment and energy – there will be times when work needs to be completed outside of normal 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 weekends and after business hours.
Role summary/purpose of job
• General IT service and user support to all levels of colleagues both face to face and via email/telephone;
• Logging support requests and incidents;
• The monitoring and completion of issues and requests received by the IT Service Desk. This may involve escalation to local and international support teams;
• Troubleshoot problems, use diagnostic tools as needed and escalate the problem to a more skilled technician as needed;
• Liaising with regional offices and third-party suppliers to resolve user support issues.

Key responsibilities and deliverables
IT Responsibilities:
• Prioritize the BAU tasks and tickets.
• Ensure all tickets (incidents, service requests) are logged via the proper channel and updated with accurate 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 are required.
• Manage peripheral stock (monitors, mice, headsets) and seek BRM approval to order more when needed.
• Ensure permanent new hire laptops are ordered on time, imaged, personalised, and tested before the 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 more if 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) is built 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 service request) when approved by management.
• Support activities such as network changes, meeting room setup, and power shutdown events when required (Business and non-business hours)
• Report, raise and escalate issues that could become Major Incidents (e.g., network down, laptop build 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 unlicensed software.
• Do not support personal devices unless explicitly approved by management.
• Create and maintain documentation and knowledge base articles for troubleshooting, and new IT procedures.
• 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 to incident 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 policy updates, 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 reconciling discrepancies.
• Handle escalations from the Service Desk requiring onsite support.
• Monitor meeting room equipment (Teams panels, displays, microphones, speakers, network points) 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 ticketing system;
• 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 be addressed;
• 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 and professional 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. Must be 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, supportive etc.);
• Good communication skills (verbal and written, frequency, clarity, succinct etc.)
• Positive contact with external and internal clients (responsive, consideration of their needs, good follow up etc.);
• Management of self/time/resources (accuracy, planning, meet deadlines, consistency, reliability etc.);
• 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.