We are working with a leading international law firm looking for a Deskside Support Analyst to join its Technology team in Frankfurt.
This is a highly user-facing role, providing technical support to colleagues across the Frankfurt office and wider global business. You’ll be responsible for delivering an excellent end-user experience, troubleshooting technical issues, supporting hardware and AV systems, and ensuring incidents are managed through to resolution.
Key Responsibilities
- Provide 1st/2nd line technical support by phone, email and in person
- Support users with hardware, software and audio-visual technologies
- Triage, investigate and resolve escalated incidents and service requests
- Provide walk-up support and assist with laptop and mobile device provisioning
- Manage tickets, problems and service requests in line with agreed processes
- Support meeting room, video conferencing and telephony technologies
- Manage IT stock and equipment
- Work closely with wider Technology teams to resolve issues and improve service delivery
- Support technology projects, training and process improvements
- Maintain strong communication with users and technical stakeholders
About You
- Previous experience in an IT Support / Deskside Support role, ideally within a law firm or professional services environment
- Strong troubleshooting and problem-solving skills
- Excellent customer service and communication skills
- Confident supporting non-technical users at all levels
- Proactive, organised and able to manage multiple priorities
- Comfortable working independently and as part of a wider team
- Business fluent German (C1+) is essential
Technical Experience
Experience with some of the following would be advantageous:
Microsoft: Windows, Office 365, Teams, Active Directory, Intune, MFA
Devices: Surface devices, iPhones/iPads, printers and MFDs
AV & Collaboration: Zoom, WebEx, Cisco, Crestron, Logitech
Other: VMware Horizon, AirWatch/WS1, iManage Work, HighQ, remote assistance tools and basic TCP/IP troubleshooting.
Location
Frankfurt | Office Based, 9am–6pm (40 hours per week)
This is an excellent opportunity for an experienced IT Support professional to join a leading global law firm and work within a technology-driven environment supporting users across an international organisation.
