IT Support Engineer (1st Line)

About the role

The Role
Forbes Solicitors are seeking an IT Support Engineer (1st Line) to join our IT team. This role provides an excellent opportunity for someone to develop their technical knowledge and gain exposure to Microsoft 365 administration, endpoint management and wider IT operations within a professional services environment.

Key Responsibilities

• Act as the first point of contact for all IT incidents, service requests and technical enquiries, delivering professional support via phone, email, remote assistance and face-to-face interactions.
• Diagnose, troubleshoot and resolve first-line issues across Windows 11, Microsoft 365, Outlook, Teams, printers, mobile devices, VoIP systems, audio-visual equipment and business applications, including the Firm’s Case Management System.
• Manage incidents and service requests through the IT Service Management system, ensuring timely resolution and effective communication.
• Support cybersecurity and compliance activities, including endpoint protection, security monitoring, device compliance and data protection requirements.
• Aid with IT projects, new technology deployments, service rollouts, supplier engagement and continuous improvement initiatives to enhance service delivery.
• Create and maintain support documentation, knowledge base articles and user guidance, while sharing knowledge across the wider IT team.

About You

• Previous experience within an IT Service Desk, Help Desk or IT Support role.
• GCSEs grade 9-4, including English and Maths, or equivalent.
• Previous experience supporting Microsoft Windows and Microsoft 365.
• Displays excellent written and verbal communication skills.
• Demonstrates the ability to prioritize tasks, manage time effectively, and coordinate multiple activities simultaneously.
• Aligns with the Firm’s values.
• Ideal candidates will have a driving licence and access to a vehicle (*If you have a disability that prevents you from driving, please specify so we can assess what reasonable adjustments can be made).

Desirable

• Obtains a relevant IT-related qualification or equivalent practical experience.
• Previous experience working within a legal or professional services environment.

Benefits

• 33 days annual leave, including bank holidays, increasing with length of service.
• Annual leave purchase scheme (Subject to T&Cs).
• Enhanced family friendly policies and pay for Maternity, Paternity and Adoption.
• Enhanced sick pay.
• Celebration and Volunteer leave.
• Ongoing professional development and progression opportunities.
• Profit share scheme.
• Additional long service awards.
• Subsidised tuck shops.
• Staff discount on Firm services.
• Health care benefits (Health Cash Back Plan and Mental Health Counselling Services).
• BUPA (Solicitor positions only, for self, not dependents).
• Retail and gym membership discounts.
• Recruitment and legal department referrals (Subject to T&Cs).
• Annual Events.

Equal Opportunities

Forbes is an equal opportunities and disability-confident employer, accredited by Investors in People and ISO 9001 quality management systems. We are committed to equal opportunities in employment, service provision, and supplier engagement, and strive to maintain a workforce that reflects the local community.