Desktop Support Engineer

Salary: £30,000 - 70,000 per year

Requirements:

• We are looking for at least two years experience in a desktop support, technical support or similar IT role, ideally within a professional services or corporate environment.
• We need strong hands-on experience supporting Windows 11 desktop environments and Microsoft 365 applications, including Teams, Outlook, OneDrive and Office.
• We need experience administering Microsoft Entra ID, Active Directory and Microsoft 365, with knowledge of user, group, mailbox and access management.
• We need experience with Microsoft Intune, endpoint compliance, device configuration, application deployment and device lifecycle management.
• We need experience supporting meeting room technology, Microsoft Teams Rooms, AV equipment, printers, peripherals and mobile devices.
• We need a good understanding of networking fundamentals, including TCP/IP, DNS, DHCP and Wi-Fi, with the ability to troubleshoot connectivity and workplace technology issues.
• We need strong analytical and troubleshooting skills, with the ability to investigate complex problems, identify root causes and develop practical solutions.
• We need excellent customer service, communication and stakeholder management skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• We need strong organisation and prioritisation skills, with the ability to manage multiple requests, work to agreed service levels and maintain accurate records and documentation.
• We need a proactive, flexible and solutions-focused approach, with a strong sense of ownership, accountability and attention to detail.
• We need a willingness to travel between our offices as required, with flexibility to support major meetings, events and executive sessions when needed.
• A higher education qualification or equivalent experience would be desirable.
• This role requires you to work in the office four days a week.

Responsibilities:

• We provide first and second-line support for hardware, software, devices, peripherals, mobile technology and applications, managing tickets through to resolution and keeping users informed throughout.
• We act as the main IT contact for assigned locations, conducting regular site visits and technology health checks, supporting local infrastructure and coordinating desk setups, office moves and technology changes.
• We support Windows 11, Microsoft 365, Teams, Outlook, OneDrive and Office applications, as well as Microsoft Entra ID, Active Directory and Microsoft Intune.
• We support Microsoft Teams Rooms, meeting room technology, AV equipment and corporate mobile devices, including provisioning, configuration and lifecycle management.
• We support account provisioning, device deployment, access management and new starter IT inductions, alongside device refreshes, replacements and technology rollouts.
• We investigate technical issues, identify root causes and recurring problems, and use service trends and user feedback to improve technology, processes and the overall user experience.
• We build effective relationships with users, local stakeholders, suppliers and wider IT teams, communicate technical information clearly and collaborate to resolve issues and deliver effective business outcomes.
• We support device security, patching, endpoint compliance and vulnerability remediation, identify and escalate technical risks, and ensure IT policies, security controls and governance standards are followed.
• We share technical expertise, maintain accurate documentation and knowledge articles, and help strengthen capability across the wider IT team.
• We take responsibility for issues through to resolution, exercise sound judgement when dealing with complex or high-impact incidents, and balance service quality, deadlines and business priorities.

Technologies:

• Active Directory
• Hardware
• Support
• Microsoft 365
• Microsoft Intune
• Mobile
• Network
• Security
• TCP/IP
• Windows
• Office 365

More:

At Thorntons Law, we are a different kind of law firm where every moment matters. Based in Glasgow, this Desktop Support Engineer role is part of our technology team, supporting our people across our office network with reliable, secure and consistent workplace technology. We offer a competitive benefits package that includes 39 days annual leave, contributory pension scheme, private medical insurance, critical illness cover, income protection, group life assurance, enhanced family leave, wellbeing support, cycle to work, gym and retail discounts, and hybrid working with four days a week in the office for this role. We also provide professional development opportunities and are committed to a welcoming, inclusive workplace where everyone can thrive.

last updated 38 week of 2026