Technology Support Specialist

About the role

Join DWF's Technology Group and become the front‑line face of IT support for a global professional services firm. You will help colleagues and clients resolve technical issues while contributing to the continuous improvement of technology services across the organisation.

Key responsibilities

• Resolve Level 1 and Level 2 incidents, service requests and technical issues in line with agreed SLAs.
• Provide face‑to‑face support through the Tech Bar and other channels.
• Manage and triage Service Desk overflow calls, escalating when necessary.
• Diagnose recurring issues, conduct root‑cause analysis and improve service reliability.
• Configure, deploy, maintain and troubleshoot laptops, desktops, mobile devices, printers and other endpoint technologies.
• Support and administer Microsoft 365 services including Teams, SharePoint Online, Exchange Online and Entra ID.
• Assist with onboarding and off‑boarding activities, ensuring equipment, access and accounts are provisioned.
• Deliver user guidance and training on Microsoft Copilot and other workplace tools.
• Support Microsoft Teams Rooms, video‑conferencing and audio‑visual technologies.
• Contribute to IT projects such as hardware refreshes, software deployments and system rollouts.
• Create and maintain technical documentation, knowledge articles and user guides.

Required profile

• Proven experience in an IT support role, preferably within a law firm or professional services environment.
• Excellent written and verbal communication with a strong customer‑service orientation.
• Solid foundational technical knowledge and the ability to learn new technologies quickly.
• Experience supporting users in a global, diverse environment.
• Willingness to work independently and as part of a team, with a proactive problem‑solving approach.
• Flexibility to work across multiple offices and travel as required.

Required skills

• Microsoft 365 (Teams, SharePoint Online, Exchange Online, Entra ID)
• Windows 11
• Microsoft Copilot / MS Office Co‑Pilot
• Generative AI concepts
• Microsoft Teams Rooms
• Video‑conferencing and audio‑visual technologies

What we offer

• Salary up to $79,825 per annum, dependent on experience.
• Extended Health, Dental, LTD, DI benefits.
• Casual dress code and wellbeing allowance.
• Early finish ahead of statutory holidays and other flexible perks.