2nd Line Service Desk Engineer

About the role

Join Birketts' IT team as a 2nd Line Service Desk Engineer, supporting colleagues across the Sevenoaks office and remote locations. You will work within an ITIL‑aligned environment, delivering responsive and professional assistance to ensure smooth daily operations.

Key responsibilities

• Provide first‑line to third‑line support for internal users, handling incidents from initial contact to resolution or escalation.
• Diagnose and resolve hardware, software, and network issues, both on‑site and remotely.
• Log and track support tickets in accordance with Service Level Agreements.
• Collaborate with 3rd‑line specialists and external vendors when required.
• Contribute to knowledge‑base articles and share best practices with the team.

Required profile

• Proven experience in an IT support or service desk role.
• Strong communication skills, able to explain technical concepts to non‑technical colleagues.
• Ability to work independently and as part of a busy, collaborative team.
• Commitment to delivering high‑quality service within agreed timelines.

Required skills

• ITIL best‑practice knowledge.

What we offer

• Career progression within a leading UK law firm.
• Access to professional development and training.
• A supportive, inclusive culture that values diversity.
• Opportunity to contribute to the firm’s IT vision of becoming the best IT team in legal.