Fox Williams LLP
2nd Line Support Engineer
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Purpose of 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.
Key Responsibilities
End-User and Infrastructure Support
- 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.
Microsoft 365 and Azure Environment
- Support administration and troubleshooting within the Microsoft 365 ecosystem (Outlook, Teams, SharePoint, OneDrive).
- Manage user access and security through Azure Active Directory / Entra ID.
Applications and Business Systems
- 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.
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Cybersecurity & Compliance
- 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.
Project Delivery & Technical Initiatives
- 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 (experience with the power platform will be beneficial)
- Familiarity with ChatGPT Enterprise, with a solid understanding of prompting and custom GPTs.
Vendor & Stakeholder Management
- 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.
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Team Collaboration
- Mentor junior team members, including apprentices.
- Share technical knowledge and contribute to process improvement documentation.
Essential Technical 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.
Desirable Experience
- 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).
Attributes
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Proactive and collaborative approach to service delivery.
- Commitment to continual learning and development.
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