1st/2nd Line IT Support Engineer

Title: 1st/2nd Line IT Support Engineer

Location: Leeds

Hours: 37.5

The Position

HGF builds and runs several of its own business critical systems, including Tempesta, eFiles and OCIS, alongside Microsoft 365 (Entra ID, Exchange Online, Teams and Intune). Tempesta is used by 98% of the business, so this role puts you in regular contact with colleagues in every team, not only when a laptop breaks.

You will be the first point of contact for IT support across all HGF offices, and you will also take on the harder problems that need deeper investigation. You will fix issues by phone, email, Teams and in person, work out why they happened and help stop them coming back. You will also show colleagues how to get more from their equipment and systems, so they can solve simple problems themselves.

Key Responsibilities

This role provides first and second-line IT support across the business, resolving technical issues via phone, email, ticketing systems and in person. The successful candidate would take ownership of support requests from start to finish, ensuring users are kept informed throughout, while supporting Microsoft 365, Entra ID and Active Directory accounts, and troubleshooting hardware including Windows laptops, iPhones, printers, monitors and meeting room technology.

The position also involves investigating more complex technical issues, supporting business-critical applications, managing devices through Intune, troubleshooting network connectivity, and responding to security alerts. Alongside daily system maintenance, the role includes maintaining IT documentation and asset records, escalating issues when required, supporting office and device deployments, and assisting with wider IT projects such as software rollouts and office moves.

About You

We're looking for a proactive and customer-focused IT Support professional with solid experience across first and second-line support. The successful candidate will be comfortable troubleshooting technical issues, supporting Microsoft 365 environments, and delivering excellent service to end users in a fast-paced professional setting.

• Minimum 2 years' experience in an IT Support or Service Desk role, including second-line support.
• Strong Microsoft 365 administration experience, particularly Entra ID, Exchange Online, Intune, Teams and Active Directory.
• Good knowledge of Windows 11, Microsoft 365 applications, event logs and error code analysis.
• Experience diagnosing and resolving laptop, desktop and hardware issues.
• Understanding of networking fundamentals including IP addressing, DNS, DHCP, VPN and wireless technologies.
• Experience using ticketing systems such as Freshservice, ServiceNow or Zendesk.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong organisational skills with the ability to prioritise and manage multiple requests.

Desirable Experience & Qualifications

• Experience deploying and managing devices using Intune and Autopilot.
• Knowledge of Microsoft Purview, sensitivity labels and DLP reporting.
• Experience with IT asset management tools such as Lansweeper.
• Previous experience supporting a professional services or law firm environment, including applications such as iManage.
• Microsoft 365 certification and/or ITIL Foundation qualification.
• Experience working within an ISO 27001-certified organisation.

About HGF:

HGF Limited is one of Europe’s largest intellectual property specialist firms offering a fully integrated IP solution, bringing over 200 Patent Attorneys, Trade Mark Attorneys and IP Solicitors together to provide a full-service IP solution.

With 25 offices across the UK, Ireland, Germany, Netherlands, France, Switzerland & Austria, HGF’s Patent and Trade Mark Attorneys provide specialist technical and legal advice to blue chip organisations and small to medium businesses across the world. Many of our clients are household names and the work HGF does allows them to protect and exploit their inventions, new products and branding.

Why move to HGF?

• HGF takes a transparent and merit-based approach to your career development and you will have the opportunity to shape your long-term progression.
• We’re a firm with a focus on DEI (Diversity, Equality and Inclusion), with a staff led DEI Focus Group, affinity networks and a DEI Board sponsor
• As a business we have a dedicated Learning and Development team focused on career long development of your skills along with a digital learning platform covering a wide range of content
• Benefits including our award winning enhanced parental leave policy, 27 days holiday, bonus scheme and flexible working

HGF Values

People

• People matter. We treat people fairly, with respect and compassion. We foster a friendly, inclusive and enjoyable culture for everyone to prosper in. We invest in our people and offer appropriate coaching and training to assist with development and learning. We promote a healthy work-life balance. Progression is based on merit.

Excellence – We strive to be the best. We pursue excellence in all our individual roles resulting in outstanding legal and technical advice for our clients. Our people are pragmatic, responsive and commercially minded. We do not presume but listen to understand so we can engage proactively and appropriately.

Teamwork – We stand together. We work with our clients to protect their interests, and with each other as a mutually supporting firm. We value, appreciate and listen to others, regardless of role, recognising each individual’s particular blend of talent, skill and experience. We are individually and jointly accountable and take responsibility for our actions and decisions.

Progressive – We innovate. We continually improve our services and processes through understanding, creativity, and investment. We evolve by taking opportunities and adopting new business procedures, unencumbered by historical structures or out-of-date attitudes. As a firm, we have an entrepreneurial spirit, and encourage new thinking in our people.