Watson Woodhouse & Macks Solicitors are national law firms, with Head Quarters based in Middlesbrough, serving clients throughout the UK and further afield in an array of legal areas. With a history stretching back over 30 years, we have developed an outstanding reputation which has been recognised for our high-quality advice and first-class personal service.

We are a business that is passionate about empowering unrivalled industry talent and enabling them to pursue their ambitions. As a firm, we endeavour to develop our people whilst encouraging them to teach and coach one another. As we continue to grow and become the law firm of choice in our regions, we believe it is crucial to retain our family culture driving our firms forward together.

Due to business expansion, we have implemented a Talent Team that is purely dedicated to our employees; it is their duty to source, retain and invest in our inhouse talent.

If this sounds like a vision you would like to be a part of and you meet the requirements of the role described, we’d be delighted to hear from you. 

Join Our IT Team

We're looking for a proactive and organised IT Support Technician to join our IT team and help ensure colleagues across the firm have the technology and support they need to work effectively.

Supporting our multisite legal practice, you'll provide first line and routine second line IT support, maintaining devices, user accounts, Microsoft 365 services and office technology. You'll play an important role in keeping our systems secure, reliable and running smoothly while delivering a responsive and professional support service to colleagues.

This is an excellent opportunity for someone who enjoys troubleshooting technical issues, learning new technologies and making a real difference to the day to day operation of the business.

The Role

As an IT Support Technician, you'll be the first point of contact for IT support across the firm, assisting colleagues via our service desk, telephone, email and in person.

You'll diagnose and resolve a wide range of technical issues, manage IT service requests, prepare equipment for new starters, support Microsoft 365 technologies and help maintain a secure and efficient IT environment.

Working closely with the IT Manager and IT Systems Administrator, you'll also assist with system maintenance, device management and continuous improvements to the firm's
IT services.

Key Responsibilities

• To provide first-line and routine second-line IT support to users across the firm via the service desk, email, telephone and in person.

• To log, manage, update and resolve incidents and service requests in the firm’s ticketing system within agreed service standards.

• To troubleshoot hardware, software, printing, login, access, telephony, meeting room and connectivity issues.

• To escalate more complex incidents, recurring issues or major problems to the IT Manager or the IT Systems Administrator as appropriate.

• To build, configure, deploy, maintain and replace desktops, laptops, printers, mobile devices and related peripheral equipment.

• To support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint and standard desktop applications.

• To assist with Entra ID, Active Directory, Intune and endpoint administration for standard user tasks.

• To carry out joiner, mover and leaver processes, including user creation, permissions, MFA setup, device allocation, equipment collection and access removal.

• To maintain accurate records for IT assets, equipment stock, licenses and standard configuration information.

• To support office technology including printers, photocopiers, meeting room equipment and telephony systems.

• To assist with routine checks, patching, updates and scheduled maintenance activities.

• To support cyber security operations by applying standard security controls, reporting suspicious activity, assisting with endpoint checks and following agreed security procedures.

• To work with third-party suppliers and support providers were required under the direction of the IT Manager.

About You

You'll enjoy solving technical problems, have a methodical approach to your work and take pride in providing reliable support to colleagues.

Essential

• A-Level in Information Technology or equivalent practical experience.

• Good knowledge of Microsoft 365 and Windows desktop environments.

• Understanding of user account administration, password management and access control.

• Strong troubleshooting and analytical skills.

• Ability to communicate technical information clearly to colleagues with varying levels of IT knowledge.

• Excellent organisational skills with the ability to prioritise competing workloads.

• Strong attention to detail and commitment to following IT security procedures.

Desirable

• Experience in an IT Support, Service Desk or Technical Support role.

• Experience with Microsoft Intune, Entra ID (Azure AD) and endpoint management.

• Experience supporting users across multiple office locations.

• Experience with legal software, document management or case management systems.

• Knowledge of Cyber Essentials and secure IT practices.

• Experience using Freshservice or another IT Service Management platform.

What We Offer

• Competitive salary

• 33 days annual leave including bank holidays

• Additional birthday leave

• Company pension scheme

• Staff discount on legal services

• Long service recognition