IT Technical Systems Analyst (EUC Team)

About Withers

A law firm focused on people, performance, and collaboration.

For the past 130 years, we have supported some of the world’s most remarkable people and organizations at defining moments in their lives. 40% of our business comes from Europe, 40% from the US and 20% from Asia and we are one profit sharing partnership globally.

We are united in our commitment to integrity, quality and collaboration. We have a culture of high performance and deliver excellent service consistently across the firm. We provide tailored solutions built on trust and partner with our clients to achieve their goals.

Many of our clients are shaping the future and creating solutions to tackle some of the world’s most difficult problems. It makes for a fascinating and challenging practice.

Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, buying a home or protecting and defending their interests.

To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. And we are agile – focusing on strategy rather than rigid ideas and traditional hierarchy.

Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

What are we looking for?

We are looking to recruit an experienced EUC Specialist to help develop, secure and continuously improve our modern Windows end-user computing environment. The role will focus on Windows 11 lifecycle management, Microsoft Intune, MECM, Azure Virtual Desktop, Windows Autopilot, application packaging and endpoint security. The successful candidate will combine strong hands-on technical capability with the ability to automate repeatable tasks, improve user experience, and work closely with IT Systems, Security, Applications and third-party partners.

This is an opportunity to influence the evolution of the firm’s modern workplace platform, working across physical devices, virtual desktops, cloud management, endpoint security and automation in a global professional services environment 

The individual will be expected to undertake a broad range of EUC responsibilities, including providing 3rd line support and acting as a technical point of contact for assigned line-of-business applications. You will need to be self-sufficient, organised and confident in managing your day-to-day responsibilities, whilst also working collaboratively with senior members of the IT Systems and Security teams, as well as third-party vendors.

The role requires someone who is technically capable, proactive and comfortable working across a modern Windows EUC environment, with the ability to troubleshoot complex issues and contribute to the ongoing development and improvement of the firm's end-user computing services.

The Applications/EUC group is responsible for the firms' line of business applications suite including document management, HR, finance, marketing and know-how systems and end user compute technologies. The team undertake the day-to-day administration, support, implementation and development of all the Firm’s applications and systems. In addition, this role will require the individual to work with project, security and development teams to ensure the effective delivery of business-led initiatives. 

The priority for all IT activity is to maintain the highest levels of stability and reliability in the services delivered.

The role is based in the London office and sits within the Global Systems group, which is responsible for supporting and implementing the firm’s technology across all regions. The successful candidate will join the EUC team and will need experience in a medium to large multi-site professional services environment. 

The ideal candidate will be technically curious, organised and confident working independently, while remaining collaborative and service focused. They will be comfortable taking ownership, solving complex problems, communicating clearly with technical and non-technical colleagues, and contributing positively to a global team.

Areas of focus and responsibilities

• Package, deploy and maintain applications using modern deployment methods, including Intune, MECM, PSADT, Win32 application packaging and appropriate legacy technologies such as MSI, InstallShield and App-V where required.
• Manage and troubleshoot application deployments across Windows OS builds, MECM, Intune and Azure Virtual Desktop (AVD) environments.
• Manage automated Windows OS patching, compliance and remediation, ensuring devices remain secure, supported and up to date.
• Develop PowerShell scripts, applets and automation to improve desktop support processes, increase efficiency and reduce manual intervention.
• Provide technical expertise throughout the application testing and release process, working closely with application testers, internal stakeholders and third-party vendors.
• Use endpoint analytics, monitoring and reporting to identify performance, reliability and user experience issues, turning data-led insight into practical improvements across the Windows estate.
• Develop and maintain zero-touch provisioning and device lifecycle processes using Windows Autopilot, Intune and Entra ID to support consistent, secure and scalable device deployment.
• Ensure software deployments are successful, investigating failures and implementing appropriate remediation and corrective actions where required.
• Support assigned systems and technologies, ensuring the highest levels of stability, availability and reliability are maintained.
• Act as a technical resource for projects managed by the firm's PMO, progressing assigned projects and tasks within agreed timescales and budgets.
• Produce and maintain technical documentation, knowledge articles and support procedures, ensuring information remains accurate and accessible.
• Maintain technical leadership and ownership across assigned technologies, ensuring responsibilities for key technologies are clearly allocated, understood and supported across the team.
• Working with the Team leader, ensure that support contracts are in place for all systems and appropriate support, backup and capacity procedures are in place and documented
• Provide occasional infrastructure and server support, including patching and maintenance outside normal office hours where required.
• Identify major support incidents, liaise with the relevant support teams, follow the Major Incident process, and keep IT Management informed of escalating issues so they can be resolved within reasonable timescales.
• Establish and maintain contact with colleagues in all offices to support a consistent approach to EUC standards, deployments, support processes and user experience across the firm
• Maintain and expand strong working knowledge of current and emerging EUC technologies, using that knowledge to provide accurate technical advice, improve services and support the firm’s future workplace strategies
• Adhere fully to the Change and Release management processes
• Adhere fully to the Problem management process and to the investigation of the root cause of outages
• Develop, present and implement proposals to improve systems and infrastructure 
• Ensure that the housekeeping and administration of systems are carried out in accordance with the firm's policies and procedures
• Work with the Security and Infrastructure teams to implement, monitor and improve endpoint security controls,
• Ensure security is maintained in line with the Firm’s security standards
• Contribute to the IT Risk register to identify and manage operational risks and work to eliminate areas of vulnerability
• Occasional assistance with cover for the global service desk phones and email

Technical experience required

• In-depth knowledge of MECM, application packaging, PowerShell App Deployment Toolkit (PSADT), Azure Virtual Desktop (AVD/Nerdio) and standard desktop applications, including Microsoft Office, Adobe and antivirus products.
• Strong knowledge of Microsoft 365 endpoint and identity services, including Microsoft Intune, Windows Autopilot, MECM coexistence, Entra ID, configuration profiles, compliance policies and Conditional Access. Relevant Microsoft accreditation is preferable
• Strong experience with Microsoft Defender for Endpoint, including deployment, configuration, policy management, alert investigation, remediation activity and ongoing service improvement.
• Experience using the Microsoft Graph API to support device management, automation and administration.
• Experience transitioning to Microsoft Entra ID (Azure AD)-only build environments.
• Strong practical understanding of IT security, compliance and security best practices, including Group Policy, Configuration Profiles, Conditional Access Policies and Microsoft Defender.
• Strong working knowledge of Windows 11 desktop deployment, configuration, maintenance and lifecycle management.
• Experience creating, maintaining and deploying customised Windows operating system builds on a global scale.
• Strong PowerShell and scripting ability, with practical experience using PSADT, Microsoft Graph, remediation scripts and automation to reduce manual effort, improve consistency and support large-scale endpoint management..
• Strong understanding of laptop and desktop hardware, as well as virtual desktop technologies and environments. Working knowledge of legal-industry applications, such as iManage, BigHand and InterAction, or experience supporting complex business applications in a professional services environment.
• Experience working within an ITIL-aligned support environment, with a good understanding of incident, problem, change and release management processes, together with the importance of maintaining clear and comprehensive technical documentation.

The Essentials

• 9.30 am to 5.30pm but flexibility is a must 
• 24/7 on call rota in place, rotates every 5-7 weeks 
• Hybrid working policy with a minimum of 2 days per week in the office
• 12 week probation period
• 12 week notice period
• Flexible benefit package including pension, private medical insurance, Denplan, EV car scheme, season ticket loan, discounted gym memberships, lifestyle discount scheme, the ability to buy and sell holidays, flu jabs, doctors consultation service, cycle to work scheme, on site café and more

Information for Recruitment Agencies
Withers endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Withers operates a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role.

Equal Opportunities Employment Statement 
It is the policy of Withers to provide equal opportunities for all employees in relation to recruitment, training and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race including colour, nationality and ethnic and national origin, religion or belief, sex or sexual orientation.