Deployment Engineer

Practice Group / Department:

IT Regional - Service Desk

Job Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. 

The Role

Reporting to the UK IT Customer Services Manager, this is a highly customer focused and visible role requiring excellent communication and support skills.

The role will involve but is not limited to the following:

• Working alongside the project team to assist with the implementation and physical deployment of new Laptops to our estate of users, upgrading them from Windows 10 to Windows 11.
• This will include:
  • Physically deploying new laptops to those users who have an end-of-life device.
  • Upgrading the various applications required by different user groups.
  • Providing on site and email support to any users experiencing issues with the new laptop applications.
  • Working alongside other desktop support staff to assist end-users at a ‘drop-in’ center within your respective office.
• Effective and accurate escalation of issues to appropriate IT teams in a timely fashion.
• Work with other IT Service Desk staff to ensure best practices are being adhered to.
• Identify where knowledge can be shared with others in the team to improve the service provided to our customers.
• Ensuring all contact with the end users is logged in our ITSM tool (ServiceNow), making use of all templates and processes that are built into the system, as well as ensuring the CMDB is kept up to date.

Skills and Experience Required

• Experience working with high profile, VIP customers, in a demanding and time critical environment.
• Ability to troubleshoot and understand the customers’ requirements, to be able to deliver the right solution to meet their ‘needs’ rather than their ‘wants’.
• Ability to follow pre-configured processes in order to complete tasks in the most efficient manner.
• Process driven, with the ability to focus on the end result.
• Excellent written and verbal communication skills.
• Having worked in previous deployment / desktop support roles will be beneficial.
• Experience of working with an ITSM tool, ServiceNow experience will be beneficial

Candidates should have knowledge of supporting the following:

• Microsoft Windows 10/11
• Microsoft Office 365
• Active Directory
• Microsoft Autopilot

Shift information

• The role will require candidates to work between 9am – 5pm, Monday to Friday, on site in our Newcastle office.
• Candidates should be willing to work additional hours as required to fulfil the requirements of the role. This may include extended shifts.

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Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. 
Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here.

We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here.