ABOUT REDDIE & GROSE LLP Reddie & Grose LLP is an internationally renowned firm of European and United Kingdom patent, trade mark and design attorneys. Our experienced team of over 100 IP professionals based in London, Cambridge, Munich and The Hague includes specialists in a wide range of technical disciplines. We offer services for a wide range of industries, with particular strengths in electronics and software, mechanical engineering, chemistry, pharmaceuticals and biotechnology. Our trade mark team provides specialist advice on branding and trade mark work; we also have a specialist team handling plant variety protection. We handle the full range of IP rights for a global client base ranging from SMEs starting to consider IP through to large corporations with rights in over 100 countries. Our services range from investigating competing rights, handling oppositions, drafting and filing applications, and maintaining portfolios. We resolve disputes about IP, working closely with other leading legal firms if it becomes necessary to resort to the courts. We understand work-life challenges and are sensitive to how work can impact your personal life. We respect this and will always encourage a good work-life balance. Our workplace is one where fairness, respect, equality and dignity are promoted and are part of the firm’s everyday goals and behaviour. There is a welcoming culture where we recognise that the different backgrounds, values, attitudes, skills and experience of our staff means they bring a unique perspective to work issues. TRAINING AT REDDIE & GROSE Reddie & Grose has an excellent reputation for training and we pride ourselves on the training we provide across all areas of the firm. OUR VALUES At Reddie & Grose LLP, our commitment to fostering an inclusive and diverse environment is anchored in our core values. These values were established through the collective contributions and insights of everyone at our firm. BE OPEN We want trust to be at the core of our firm and we believe clarity and transparency in our decisions and actions are key to building it. BELONG TOGETHER We actively foster a friendly working culture where we create opportunities for people to connect, collaborate and belong. Our commitment to diversity, equity and inclusivity drives us to continually improve our culture, ensuring that everyone feels heard and welcomed. EXCELLING FOR CLIENTS We are a team who excel at meeting our clients’ needs, proudly offering bespoke and high-quality services. Driven by continuous improvement and an unrelenting commitment to quality, we prioritise opportunities for our clients. LEADING THE WAY We empower our people to lead the way, nurturing a culture of curiosity and a relentless pursuit of knowledge and continuous learning. EQUALITY, DIVERSITY, INCLUSION & BELONGING Reddie & Grose LLP is an equal opportunities employer. It is essential that equality of opportunity and the absence of unfair discrimination be at the core of all the firm’s policies and activities. We value diversity and ensure that all employment decisions are based on merit, competence, and potential. Every individual's uniqueness enhances our collective strength. We are members of IP Inclusive and have been actively involved in Women in IP, IP & ME, IP Out and IP Ability. JOB TITLE: SECOND LINE SUPPORT TECHNICIAN DEPARTMENT: INFORMATION SYSTEMS REPORTS TO: IT MANAGER RESPONSIBLE TO: IS DIRECTOR HOURS: Normal hours are 09:30 – 17:30. However, some flexibility required to cover other shifts respect of staff planned absences. JOB PURPOSE: The IS Department is responsible for implementing, supporting and maintaining the firm’s IT, IS and telecoms systems and for providing efficient desktop support to all business users. The department is responsible for resolving any IS-related faults quickly and efficiently, including a broad range of queries, plus enhancing and developing the provision of IS systems within the business. Based in our London office this role will provide IT & Telecommunications second line support to approximately 200 users across our London, Cambridge and Munich offices. This includes ensuring all support calls are logged appropriately and dealt with promptly. The role also involves assisting the other team members with basic installing and configuring computers, associated peripherals, software and carrying out daily monitoring and checks of all IT Systems to ensure systems are operating correctly and efficiently. KEY RESPONSIBILITIES: To provide support to users for all computer hardware, software and associated peripherals To log support calls and document their outcome to facilitate the resolution of common queries and keep the users informed of the progress. Ensuring that all calls are resolved promptly and effectively, working within SLA targets. To redirect or escalate support requests to the appropriate member of the IT Support team. To assist the deployment of computers and associated peripherals including new installations and the redeployment of existing equipment. To assist the installation and configuration of operating systems and software to agreed standards. To assist in the compilation and maintenance of an accurate inventory of hardware and software. To provide at all times a professional, courteous and rapid response to individual users. To liaise with colleagues for continuity. Assist management of user accounts such as Active directory, email and other systems. To ensure & assist initial daily checks are completed and any issues raised to IT Manager or other members of the team and resolved where possible. Adhere to policies and procedures. Maintain backup files where manual intervention is appropriate. Review processes with IT Team periodically. To undertake such projects of a level appropriate with the responsibility of the post, as designated by the IT Manager or senior member of a department. To undertake such other work as may be assigned which is consistent with the nature of the job and its level of responsibility. Provide cover and support first-line technicians during annual leave and periods of extended absences OTHER DUTIES: To maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities. To undertake health and safety duties appropriate within the post. Be prepared to work flexibly to cover duties outside of normal working hours to ensure the provision of the IT services to the firm. Maintain Server & application updates pre-determined by IT Manager. Help identify user training opportunities. SKILLS KNOWLEDGE & EXPERIENCE: Essential Desirable IP/law firm experience A Level educated Windows 10 / 11 – 1/3 Years Relevant Degree Office 365 - 2/3 Years (inc Teams) WIFI Understanding TCP/IP - DHCP/DNS Exchange Knowledge Experience in IT helpdesk procedures and processes (ITIL Structure) MS SQL Understanding VPN AD / Intune / Group Policy / MDM User Device – Management Unified Communications Active directory – Entra ID Microsoft Azure Cloud Remote Support Windows server O/S Outlook Mimecast – email management Concept of virtual environment Meeting Rooms Anti-virus/Malware Cyber Security Awareness ITIL Certification Microsoft Fundamentals Exams Experience with iManage (Document Management System) CORE COMPETENCIES IN LINE WITH OUR VALEUES: Be Open: Demonstrate open and honest communication Excellent communication and interpersonal skills Approachable Flexible Belong Together: The ability to work well within a team Foster an atmosphere of collaborative working Excelling for clients: Deliver excellent client care Ability to present complex technical issues to end users An ability to prioritise tasks effectively Patient and reliable Good organisational skills Leading the way: Analytical thinking Proactive mindset STATEMENT: This job description is issued as a guideline to assist you in your duties, it is not exhaustive and we would be pleased to discuss any constructive comments you may have. Because of the evolving nature and changing demands of our business, this job description may be subject to change. You may, on occasions, be required to undertake additional or other duties within the context of this job description, and according to the needs of the firm.