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Legora is an AI-native legal workspace used by 1,000+ customers globally, including top law firms like Cleary Gottlieb, Goodwin, and Linklaters. The company has scaled to $100M+ ARR and operates across Europe, North America, and APAC.
The IT and AI Enablement function ensures Legora's internal operations run as smoothly as the product itself—secure, automated, and continuously improving. This team serves as IT's front door: handling Tier 1 support across all IT domains, managing new-hire onboarding end-to-end, and solving root causes rather than symptoms.
In this role, you will own Tier-1 IT support across the global helpdesk, managing tickets, SLAs, and escalation paths. You'll run new-hire provisioning end-to-end and execute offboarding logistics on behalf of the End-user Devices & Facilities team. A key responsibility is pattern-spotting recurring issues at Tier 1 and funneling root causes up to Tier 2 teams. You'll be part of a team providing global 24/7 coverage anchored in your London location, providing off-hours support for users in other regions and serving as the after-hours incident escalation path. Day-to-day, you'll administer macOS endpoints and operate the access provisioning toolkit.
You bring 3+ years in helpdesk or IT support (or equivalent through focused project work). You're a natural problem-solver who takes tickets from triage to resolution, digging until you find root causes. You remain calm and clear under pressure, especially during outages or after-hours incidents. You have a detailed service orientation—you genuinely care about keeping employees unblocked and can explain technical concepts clearly to non-technical colleagues. You're curious about identity, access, and security, with ambitions to grow into deeper IT or security work.
Optional but valued: hands-on macOS administration at scale (MDM, configuration profiles, security baselines), Windows admin fundamentals (Entra, Intune, Group Policy), helpdesk operations expertise, identity and access fundamentals, and experience with tools like Okta, Lumos, 1Password, Jamf, Apple Business Manager, CrowdStrike, Tailscale, Zoom, Meraki, and Verkada.
