IT Analyst

Job Title: IT Analyst (2nd Line)

Location: On-site (5 days per week) – Top Tier Law Firm

Working Pattern: Full-time, with 24-hour rota (1st Line Support) from home once every 2–3 weeks

Overview

We are working with a leading, top-tier law firm seeking an experienced 2nd Line IT Support Engineer to join their high-performing IT team. This is a key role within a fast-paced, professional legal environment, providing critical support to partners, fee earners, and business services teams.

The successful candidate will have prior experience working within a law firm or legal environment and will be confident supporting senior stakeholders, including partners and lawyers, in a demanding and service-driven setting.

Key Responsibilities

• Provide 2nd line IT support across desktop, applications, and infrastructure issues within a legal environment
• Act as escalation point for 1st line support issues, ensuring timely resolution and minimal disruption to business operations
• Support legal professionals, including partners, associates, and fee earners, with high-touch, white-glove service
• Troubleshoot and resolve issues across Microsoft 365, Windows environments, legal applications, and document management systems
• Assist with onboarding/offboarding of users, ensuring secure access provisioning and system setup
• Liaise with 3rd line support, infrastructure teams, and external vendors where required
• Maintain accurate documentation of incidents, solutions, and system updates within the ITSM tool
• Participate in a 24-hour rota providing 1st line support from home approximately once every 2–3 weeks
• Ensure adherence to ITIL processes and firm-wide security and compliance standards

Key Requirements

• Previous experience in 2nd line IT Support within a law firm or professional legal environment (essential)
• Strong understanding of supporting legal professionals and partnership-level stakeholders
• Solid experience with Microsoft 365, Windows OS, Active Directory, and common enterprise tools
• Exposure to legal applications such as document management systems (e.g. iManage, NetDocuments or similar) is highly desirable
• Excellent communication skills with a calm, professional, and service-oriented approach
• Ability to manage high-pressure environments and prioritise effectively
• Strong troubleshooting and problem-solving abilities
• Experience working within an ITIL framework

Working Environment

• 5 days per week on-site within a prestigious law firm environment
• Collaborative and professional IT team with strong exposure to senior stakeholders
• Structured rota providing out-of-hours 1st line support from home every 2–3 weeks
• Opportunity to develop within a high-performing, enterprise-scale legal IT function

What We’re Looking For

A proactive and personable IT Support Engineer who understands the expectations of a legal environment and enjoys working closely with high-level stakeholders. This is an excellent opportunity for someone looking to deepen their experience within a top-tier law firm and progress their IT support career in a structured, prestigious setting.