IT Support Engineer

As an IT Support Engineer at Avantia Law, you will be responsible for ensuring the smooth operation of various IT systems. This includes setting up and maintaining employee devices operating on both Windows and macOS, managing user accounts within Microsoft 365, and overseeing onboarding and offboarding IT processes. In addition, you will monitor and enhance our IT security posture, provide day-to-day support to staff, and assist with the rollout of new IT tools and automation solutions.

To qualify for the IT Support Engineer role at Avantia Law, you should have at least two years of experience in a desktop support or IT support role, preferably in a startup or small team environment. A strong foundation in supporting Windows and macOS systems, combined with familiarity with Microsoft 365 administration, is essential. Proactive problem-solving skills and excellent interpersonal abilities are also important, as you will be supporting users with varying levels of technical knowledge.

The work environment for an IT Support Engineer at Avantia Law is dynamic and collaborative, emphasizing teamwork and innovation. This hybrid position requires being in the London office about three times a week to provide hands-on support to staff, with flexibility for technical projects. You’ll work closely with talented lawyers and IT professionals, contributing to an inclusive culture focused on continuous improvement and growth.

Preparing for your interview for the IT Support Engineer position at Avantia Law involves understanding the core responsibilities of the role, such as device maintenance, user support, and IT security protocols. Brush up on your technical skills related to Windows, macOS, and Microsoft 365. Additionally, familiarize yourself with Avantia Law’s commitment to diversity and innovation, as these values resonate throughout the company.

Avantia Law offers a competitive benefits package for the IT Support Engineer role, including a salary range of £40,000-45,000 based on experience, 25 days of holiday, private healthcare options, and an annual subscription to wellness apps like Calm or Headspace. There's also the added perk of early finish Fridays during the summer, a pension scheme with enhancements after a year, and family-friendly policies for long-serving employees.

In answering this question, provide specific examples of your technical experience with both operating systems. Discuss troubleshooting processes, types of issues you've resolved, and any tools you’ve utilized, highlighting your adaptability and proficiency in managing these platforms.

Discuss your understanding of IT security practices, such as multi-factor authentication and endpoint protection. Mention any specific frameworks or compliance standards you are familiar with, and emphasize your proactive approach to monitoring security posture and preventing vulnerabilities in user devices.

Explain your methodical approach to troubleshooting, including how you would gather information from the user, consult documentation or resources, and escalate the issue if necessary. Emphasize communication and managing user expectations throughout the process.

Outline your prioritization strategies, such as categorizing requests based on urgency or impact on business operations. Discuss any tools or systems you utilize for tracking support tickets, ensuring that you maintain efficient workflow even in a busy environment.

Share a specific example of a modification or automation you introduced to increase efficiency in your previous role. Discuss the problem it solved, the implementation process, and the outcome, illustrating your initiative and problem-solving skills.

Talk about the steps you take to ensure a smooth onboarding and offboarding experience for employees, such as device setup, account access, and security settings. Emphasize your attention to detail and importance of maintaining compliance during these processes.

Detail your experience with Microsoft 365, focusing on specific services like Exchange, SharePoint, and Teams. Explain how you have managed users, groups, and licenses, and highlight any projects where you've helped improve Microsoft 365 utilization within your team.

Illustrate your customer service philosophy by discussing communication skills, empathy, and active listening. Provide examples of how you manage user relationships and resolve conflicts, demonstrating your commitment to delivering a positive support experience.

Describe how you collaborate with colleagues, such as the IT Manager and other departments, to deliver effective IT support. Emphasize your ability to work in a team environment, sharing resources and knowledge to drive collective success.

Discuss your methods for continuous learning, such as following industry news, attending webinars, or participating in professional groups. Mention any technology certifications you've pursued to showcase your commitment to keeping your skills relevant.