Osborne Clarke are seeking an IT End User Support Technician to join our End User Support team in our Bristol office.
This customer-focused role will see you provide deskside, ‘Guru Bar’, remote and meeting room support to colleagues and visiting clients, helping to resolve software and hardware issues and ensuring our people get the most from our IT systems and services.
This is a permanent role based in Bristol working 35 hours per week (09:00–17:00) with flexibility to meet deadlines and support corporate events, with occasional travel to other Osborne Clarke locations.
The role
As a key member of the IT End User Support team, you will deliver consistently excellent support across multiple sites, working within SLAs and championing a service-provider mindset. You’ll balance hands-on technical troubleshooting with clear communication, documentation and continuous improvement.
Other key responsibilities include:
End-User Support & Issue Resolution
- Provide deskside, telephone, email and remote access support to users across multiple sites, working to or exceeding agreed SLAs.
- Act as a visible, approachable presence at the ‘Guru Bar’ and deliver meeting room support for OC staff and visiting clients.
- Troubleshoot and resolve issues across Windows 11, Office 365 and the Microsoft Office suite, Active Directory, Exchange, and iPad/iPhone (iOS).
- Install or assist with the installation of business applications and create/maintain documentation for implemented resolutions.
Device Build, Deployment & Maintenance
- Build, install, deliver and maintain client-facing equipment including PCs, laptops, smartphones and tablets (Lenovo or equivalent).
- Use SCCM and Intune to support imaging, software deployment and endpoint management.
- Ensure device configuration, security compliance and end-user experience remain consistent and of high quality.
Asset, Stock & On-Site Services
- Monitor equipment stock levels and alert management when replenishment is required.
- Maintain accurate hardware and software asset details in the asset database.
- Support print, copy and scan environments and print management solutions, ideally including Xerox MFDs.
Collaboration, Process & Continuous Improvement
- Use IT Service Management tools (e.g. ServiceNow) to manage incidents and requests, ensuring timely updates and closure.
- Identify opportunities to improve processes and maximise the return on investment in technology.
- Work flexibly and collaboratively with ITS colleagues, Team Leaders and Business Services, including travel between sites when required.
Security & Best Practice
- Operate with heightened awareness of elevated access permissions and Information Security, following policy and best practice (e.g. AV, web filtering, VPNs).
- Keep up to date with advances in software and hardware to serve as a trusted advisor to users.
We are looking for
- Technical support experience in a Microsoft environment: Windows 11, Active Directory, Office 365, Microsoft Office and Exchange.
- Experience using ITSM tools (such as ServiceNow) with a focus on timely incident handling and management.
- Proficiency in building, imaging and rolling out laptops (Lenovo or equivalent) and supporting iPad/iPhone devices.
- Experience with SCCM and Intune for endpoint build, software deployment and device management.
- Knowledge of print/copy/scan and print management solutions; Xerox MFDs desirable.
- Exposure to professional services; experience with legal applications advantageous.
- Familiarity with DMS (e.g. Worksite), BigHand digital dictation, Interaction CRM and Elite PM.
- Strong customer service ethic, clear communication and a collaborative approach; able to work autonomously and prioritise effectively.
- Logical, methodical problem-solving with a focus on meeting or exceeding SLAs.
- Awareness of Information Security principles; ITIL certification preferred (or equivalent understanding).
Salary and benefits
We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.
Our recruitment process
Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.
We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.