2nd Line Support Analyst – IT Escalation (Legal IT, Part‑Remote)

About the role

We are looking for a 2nd Line Support Analyst to join a leading law firm in the City of London. The role is hybrid, with one week on‑site and one week remote, and includes on‑call duties with generous compensation.

Key responsibilities

• Provide 2nd line technical support and act as the escalation point for first‑line tickets.
• Troubleshoot desktop hardware, laptops, Windows 11 and Microsoft Office applications.
• Support legal‑sector software and ensure high‑availability of audio/video conferencing tools.
• Assist with onsite events and provide remote event support.
• Participate in on‑call rotations and document resolutions in ServiceNow.

Required profile

• Minimum 2 years of IT service‑desk or support experience within a law firm or professional‑services environment.
• Customer‑focused, calm under pressure and able to manage issues to resolution.
• Excellent communication skills and ability to work to tight deadlines.
• High discretion and confidentiality when handling sensitive legal information.

Required skills

• Desktop hardware and laptop troubleshooting.
• Windows 11 operating system.
• Microsoft Office suite – Word, Excel, PowerPoint, Outlook.
• Legal‑sector software (generic).
• Audio/Video conferencing tools.
• ServiceNow (desirable).
• ITIL Foundation qualification (desirable).

What we offer

• Competitive salary £40,000‑£45,000 per year, dependent on experience.
• Generous on‑call compensation.
• Hybrid working pattern (one week office, one week remote).
• Opportunities for professional development within a prestigious law firm.