Desktop Support engineer-Italy

Role Summary The IT Department provides technology and support to enable fee earners and business services employees to operate efficiently both internally and with clients. IT operates as a global team with regional presence in most of our offices. The Local IT Team delivers on‑site support to all functions located within the client`s office.

Key Responsibilities and Deliverables

Deliver onsite second‑line technical support to the client`s office, including troubleshooting hardware, software and communications infrastructure, documenting processes, and managing stakeholder expectations.

Senior technical troubleshooting skills; solve complex problems and mentor junior staff.

Key technical contributor: take initiative on issue follow‑up, project and deadline management.

Prepare and maintain technical documentation and knowledge articles for enterprise use.

Participate in overall delivery of Local IT support, including:

Build, configure, install, relocate, troubleshoot and maintain IT hardware and software (applications, laptops, desktops, peripherals, printers and multifunction devices).

Mobile device support (iPhone & iPad).

Installation, maintenance and troubleshooting of telephony equipment including handset, switch‑board and voicemail administration.

Plan, coordinate and execute office/desk moves.

Meeting‑room technical support including video conferencing (Webex) and webinars.

VIP, conference and litigation support.

Act as liaison with other IT support departments (e.g., Network Ops, Client Computing).

Support user training in various technologies as required.

Collaborate with vendors and technical resources to troubleshoot desktop support issues.

Document and audit customer interactions in the incident management system, including asset management.

Research and support enterprise desktop solutions using industry‑standard tools such as Microsoft System Centre.

Work closely with central IT teams, including the Service Desk, to improve response speed and clarity of local IT support requests.

Undertake local projects required by the office.

Be willing to perform shift work, weekends and on‑call duties as required.

Key Requirements

Passionate about outstanding customer experiences.

Excellent face‑to‑face and telephone communication skills.

Self‑driven, results‑oriented with a positive outlook and a focus on high quality.

Forward planner who critically assesses personal performance.

Mature, credible, comfortable dealing with internal customers, external service providers and stakeholders.

Reliable, tolerant and determined.

Ability to understand, explain and quickly generate metrics from existing measures.

Good understanding of asset‑management life cycle.

Keen sense of audience and ability to work quickly and collaborate effectively with a globally dispersed group.

Proficient English language skills.

Proven team player, preferably within a professional services organisation.

Exceptional attention to detail and passion for continuous improvement.

Ability to promote and demonstrate new technologies to end‑users.

Broad understanding of the technology market, especially consumerisation of IT.

Common‑sense approach and initiative.

Technical Skills

Broad technical experience including PC architecture, Azure virtual desktop, Microsoft Suite of Applications.

ITIL foundation qualification.

Video conferencing (Webex) and webinars.

Microsoft System Centre.

Experience supporting Azure Virtual Desktop environment and AppSense.

Microsoft qualifications desirable.

Support for Windows 10, Windows 11, laptops, desktops.

Matter‑centric Document Management systems and document comparison tools.

Patch management and cable management.

Litigation‑related IT systems (document review, discovery tools).

Tablet, smartphone support.

Supporting and maintaining telephony systems.

Basic network infrastructure configuration.

Understanding of data and voice communications networks (ISDN, leased circuits, VoIP).

Basic TCP/IP networking and wireless network management.

Creation of purchase requisitions for IT hardware/software.

Competencies

Clear and concise written and oral communication.

Flexible, adaptable to change, resilient under pressure.

Build working relationships across all levels.

Proactive “can‑do” attitude, initiative and sound judgement.

Identify and communicate opportunities to improve work processes.

Excellent organisational and time‑management skills, high attention to detail.

Team player, sharing knowledge and supporting colleagues.

Excellent customer service, responsive and helpful.

Motivated, results‑focused with commitment to quality.

Ownership and active pursuit of personal learning and development.

Commitment to the highest level of integrity.

Problem‑solving focus, cross‑cultural understanding.

Additional Skills

Desktop administration, troubleshooting, switches, IT asset management, Windows.

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