IT Support Engineer I
Mullen Coughlin is a highly successful, fast-growing, multi-country niche law firm focused exclusively on counseling organizations in the context of data privacy, including incident response, regulatory investigations, single-plaintiff and class action litigation, and compliance. Committed to rapid incident response for incoming client calls, we thrive in a high-energy, close-knit, and upbeat office culture. The Firm pays very competitively in the market and offers a full benefit package, including holiday, paid maternity and paternity leave, and a pension program. Mullen Coughlin is seeking a motivated, technically curious professional to join the Firm as an IT Support Engineer I. This is a frontline, hands-on technical support role responsible for ensuring the smooth delivery of technology services to internal customers, with a primary focus on end-user and desktop support (hardware and software), computer operations, and project-based work.
This role reports to the CIO and is expected to exercise sound judgment when following and applying documented procedures, including knowing when to escalate issues to a Support Engineer II, supervisor, or the next level of support.
This is a full-time position based in the Firm’s London office and is expected to work on-site five days per week, with a standard schedule of 8:00 a.m. to 5:00 p.m. (including a one-hour lunch break). Participation in the Firm’s IT on-call program is required and includes rotating weekend and holiday coverage shared across the team. Weekend and holiday on-call assignments are compensated through stipend rates, plus payment for time worked during the entire on-call shift.
Key Responsibilities:
Frontline Support (Tier 1)
- Provide high-quality support to internal customers via the ticketing system, phone, and in person, prioritizing responsiveness, clear communication, and adherence to documented policies/standards.
- Log, categorize, and prioritize tickets accurately, keeping customers informed through resolution.
- Troubleshoot and resolve common issues across Windows endpoints, Microsoft 365 applications, printers, peripherals, mobile devices, and collaboration tools.
- Perform routine user account and access tasks following established procedures.
- Escalate complex or unresolved issues to Support Engineer II staff or the CIO with complete, well-documented ticket notes.
Endpoint & Systems Support
- Support endpoint lifecycle activities, including imaging/provisioning, deployment, asset tracking, repair, and retirement of hardware.
- Set up and support workstations, laptops, conference room technology, and new-hire equipment.
- Assist with administration of core Microsoft technologies (examples: Office 365, Entra ID, Active Directory, Windows 11) under guidance from senior team members.
Network Troubleshooting
- Troubleshoot basic connectivity issues on local endpoints, including DNS, DHCP, Wi-Fi, and VPN issues.
- Apply a working understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP to identify and resolve issues or escalate appropriately.
Documentation & Knowledge
- Follow and contribute to knowledge-base articles, runbooks, and standard operating procedures.
- Document solutions to new or recurring issues so they can be resolved faster in the future.
Projects & Collaboration
- Support IT projects assigned by the CIO/supervisor, including deployments, upgrades, testing, and end-user communications.
- Work effectively with peers, management, contractors, and vendors to deliver outcomes with minimal user disruption.
Learning & Growth
- Develop technical skills through mentorship from Support Engineer II staff, hands-on experience, and certification.
- Follow support best practices, including ticket hygiene, documentation standards, escalation criteria, and customer communication.
Required Qualifications:
- High school diploma or equivalent required, including completion of compulsory secondary education or a comparable qualification.
- Minimum of 1–2 years of hands-on IT support or help desk experience, specifically including Windows.
- Working knowledge of Windows endpoint support and Office 365 / Microsoft 365.
- Familiarity with Active Directory, Group Policy, and basic PowerShell.
- Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications.
- Proven skills in PC repair, troubleshooting, and deployment.
- Strong customer-service orientation with excellent written and verbal communication skills in English (in person and via phone) with customers, peers, management, contractors, and vendors.
- Ability to follow documented procedures, work with limited supervision, and recognize when to escalate.
- Strong analytical and problem-solving skills, and a demonstrated willingness to learn and apply new skills and technology.
- Ability to move up to 50 lbs, climb ladders to maintain/install equipment, and stand/walk for 8 hours with or without reasonable accommodation.
Preferred Qualifications:
- Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365 Fundamentals).
- Experience supporting users in a law firm or professional services environment.
- Experience with data cabling and computer facilities maintenance.
- May be required to obtain/maintain a relevant firm-approved technical certification within 6 months if no certificate is already acquired.
To Apply, submit a CV using the online application link.
Mullen Coughlin is an Equal Opportunity Employer and believes in strength in diversity.
Mullen Coughlin is not accepting resumes from search firms for this position.
Relocation assistance is not available for this position.
Applicant must be currently authorized to work in the United Kingdom.
