3rd Line Support Technician

Description:

ABOUT REDDIE & GROSE LLP
Reddie & Grose is an internationally renowned firm of European and United Kingdom patent, trade mark and design attorneys.
Our attorneys handle the full range of IP rights including patents, trade marks and registered designs. We also handle the protection of plant variety rights. Within these areas we handle drafting, filing, prosecution, opposition, enforcement, defence and dispute resolution in general. We also advise on IP strategy and are able to offer support in due diligence and other aspects of corporate transactions handled by our law firm colleagues.
We understand work-life challenges and are sensitive to how work can impact your personal life. We respect this and will always encourage a good work-life balance. Our workplace is one where fairness, respect, equality and dignity are promoted and are part of the firm’s everyday goals and behaviour. There is a welcoming culture where we recognise that the different backgrounds, values, attitudes, skills and experience of our staff means they bring a unique perspective to work issues.
TRAINING AT REDDIE & GROSE
Reddie & Grose has an excellent reputation for training and we pride ourselves on the training we provide across all areas of the firm.
OUR VALUES
At Reddie & Grose LLP, our commitment to fostering an inclusive and diverse environment is anchored in our core values. These values were established through the collective contributions and insights of everyone at our firm.
BE OPEN
We want trust to be at the core of our firm and we believe clarity and transparency in our decisions and actions are key to building it.
BELONG TOGETHER
We actively foster a friendly working culture where we create opportunities for people to connect, collaborate and belong. Our commitment to diversity, equity and inclusivity drives us to continually improve our culture, ensuring that everyone feels heard and welcomed.
EXCELLING FOR CLIENTS
We are a team who excel at meeting our clients’ needs, proudly offering bespoke and high-quality services. Driven by continuous improvement and an unrelenting commitment to quality, we prioritise opportunities for our clients.
LEADING THE WAY
We empower our people to lead the way, nurturing a culture of curiosity and a relentless pursuit of knowledge and continuous learning.
HOURS: Normal hours are 09:30 – 17:30. However, some flexibility required to cover other shifts respect of staff planned absences.
3rd Line Support Technician - JOB PURPOSE:
The IS Department is responsible for supporting and maintaining the firm’s IT, IS and telecoms systems and for providing efficient desktop support to all business users. The department is responsible for resolving any IS-related faults quickly and efficiently, including a broad range of queries, plus enhancing and developing the provision of IS systems within the business.
Based in our London office this role will maintain and support the firms IT Infrastructure which support approximately 180 users in our London, Cambridge and Munich offices. This includes ensuring all systems are maintained to latest operating level, installing and configuring servers, managing software updates and carrying out daily monitoring and checks of all Systems to ensure they are operating correctly and efficiently.
3rd Line Support Technician - KEY RESPONSIBILITIES:
· Supporting LAN and WAN equipment, services and systems, including business to business links, inter-site and internet connectivity.
· Telecoms systems, including Microsoft Teams, fixed lines, video conferencing, mobile phones and remote devices (e.g. IPhones, IPads, Android).
· Third line support for all Infrastructure systems when escalated from the service desk.
· Assisting with Infrastructure project work and undertaking independent projects when required.
· Change management.
· Deputising for the IT Manager as required.
· Maintaining Active Directory & Azure Directory.
· Managing Internal and External Storage.
· Setting up and Maintaining monitoring tools.
· Management of Firewall Rules and VPN.
· Maintaining VMware. environment.
· Site visits to maintain the Cambridge office IT infrastructure.
· Security and encryption of all mobile devices (Defender).
· Escalating IT issues to the IT Manager where necessary.
· Assist the IT Manager with testing and reviewing of all IT contingency planning processes.
· Advise/specify purchasing of IT equipment, software and services.
· Advise the IT Manager on areas of own technical expertise.
· Assist with managing backups, recovery and replication.
· Ensuring patches and upgrades are applied to core servers.
· Review / test updates of applications.
· To conform to all the firm policies and guidelines with respect to information systems.
· Assist with restoring IT Systems and operations following a disruptive event (Disaster Recover)
· Assisting with On Premise to Azure Migration
· Understanding of SAAS Models and Cloud based solutions
3rd Line Support Technician - OTHER DUTIES:
· To undertake such other duties, training and /or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job.
· Preparing documents, meeting materials and correspondence.
· Performing basic administrative support duties, as required, to meet specific operational objectives.
· Performing miscellaneous job-related duties as assigned by the IT Manager.
· Providing assistance and support to colleagues in IT-related matters.
· Formulating and presenting project plans to the IT Manager.
· Provide cover in the absence of the IT Manager.
· To provide at all times a professional, courteous and rapid response to individual users.
· To maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities.
· To undertake health and safety duties appropriate within the post.
3rd Line Support Technician - PERSONAL SPECIFICATION:
· Patient.
· Good organisational skills.
· Approachable.
· Good interpersonal skills / ability to work well with others.
· Ability to present complex technical issues to end users.
· Excellent communications skills.
· A logical mind.
· Capable of working well under pressure.
3rd Line Support Technician - SKILLS KNOWLEDGE & EXPERIENCE:
Essential
* IP/law firm experience
* AD/Azure hybrid and Group Policies
* Experience with iManage (Document Management System)
* M365 stack (office, Intune, Defender)
* Windows 10
* Multifactor authentication (MFA)
* Microsoft Edge
* Understanding Networking TCP/IP / DNS / AD
* Windows Server 2016/2019 O/S
* Outlook 365 – Online 2-3 years
* Concept of virtual environment
* Remote & On prem Support
* Storage
* Azure Foundation Certification
Desirable:
* A Levels
* Degree
* Teams Telephony
* WIFI
* Exchange 365
* MS SQLMimecast – Email filtering
* Zoho – ManageEngine Products
* Microsoft Azure Cloud
3rd Line Support Technician - BENEFITS:
26 days annual leave plus all bank and public holidays
Hybrid working (40% office / 60% working from home)
Christmas bonus
Private pension scheme (with optional salary sacrifice)
Group Life Assurance (3 x salary)
Family friendly policies
Cycle to work scheme (salary sacrifice scheme)
Eye care vouchers
Employee Assistance Programme
Employee benefits platform
Paid charity leave day
Interest free season ticket loans
Private medical scheme
EQUALITY, DIVERSITY, INCLUSION & BELONGING
Reddie & Grose LLP is an equal opportunities employer. It is essential that equality of opportunity and the absence of unfair discrimination be at the core of all the firm’s policies and activities. We value diversity and ensure that all employment decisions are based on merit, competence, and potential. Every individual's uniqueness enhances our collective strength. We are members of IP Inclusive and have been actively involved in Women in IP, IP & ME, IP Out and IP Ability