Technology Support Analyst – Top US Law Firm | London – Office-Based
I'm currently working with a prestigious US law firm that’s on the lookout for a confident and capable Technology Support Analyst (Level II) to join their high-performing London team. This is a fantastic opportunity to be part of a world-renowned firm, supporting a busy office with hands-on technical assistance and top-tier customer service.
What’s the role about?
You’ll be a key point of contact for all things IT support – from hardware and software troubleshooting, to installing, maintaining, and upgrading PCs and peripherals. You’ll also get involved with imaging and deploying machines, and play a part in maintaining firmwide IT standards. On top of that, you’ll assist the global service desk with 1st line phone support, so excellent communication is a must.
This is a client-facing, fast-paced role where priorities can shift quickly, so we're looking for someone who's comfortable juggling multiple tasks while staying calm and focused under pressure. You’ll work alongside other technical teams, contribute to internal documentation, and even help mentor junior team members.
Key responsibilities include:
* Day-to-day support for hardware and software issues (Windows 11, Microsoft Office Suite, iManage, Citrix, Zoom, WebEx, Teams, etc.)
* Troubleshooting PC, network, and VOIP-related problems
* Supporting video conferencing and AV setups in meeting rooms
* Managing IT assets and following ITIL-aligned processes via the firm’s ticketing system (ServiceNow)
* Assisting with remote support, including mobile devices (iOS) and VPN setups
* Occasional weekend support and out-of-hours work as part of a rota
What are they looking for?
* Previous IT support experience in a professional services environment – legal sector highly desirable
* Strong technical skills with solid troubleshooting ability
* Confident supporting users at all levels of seniority – excellent communication and customer service is key
* Ideally certified (A+, Microsoft, ITIL Foundation), but not essential if you’ve got solid experience
* Familiarity with remote platforms, AV setups, asset management, and service management tools
Why this firm?
This is a firm known for its high standards, collaborative environment, and excellent training opportunities. You’ll be part of a truly global IT function with a chance to develop both technically and professionally. The team is incredibly supportive, and the role offers great variety day-to-day.
Hours: 9:30am – 5:30pm core hours, with some flexibility required for shift rotation and occasional overtime