Redbrick Solutions

Careers

We are incredibly proud of the talented team of individuals who work with us. Each and every member of the Redbrick Solutions team plays an integral part in the high level of customer service we are able to provide our clients.

Are you looking to kickstart your career in law and technology with a new job? When you choose to work with Redbrick Solutions, you can have peace of mind knowing that you will be given plenty of opportunities to grow and learn new skills, as well as become a vital member of the team. We are always looking to expand our passionate and dynamic team. If you would like to join the fastest-growing legal technology supplier and you meet the criteria below, we’d love to hear from you.

Due to the volume of applications we receive, we regret that we cannot reply to everyone. If you do not hear from us within a week, unfortunately, you have not been selected for the next stage on this occasion.

2nd Line Helpdesk Analyst

Hybrid

The Role
As a 2nd Line Helpdesk Analyst, you’ll play a key part in delivering high-quality support to our clients. You'll handle a mixture of inbound and outbound queries via email and telephone, helping legal professionals resolve technical issues related to our Microsoft .NET-based software platform.

You’ll be expected to take ownership of problems, assess and prioritise support tickets effectively, and ensure successful and timely resolutions.

Key Responsibilities

Provide 2nd line support for client issues via phone and email
Troubleshoot and resolve software, database, and basic infrastructure-related issues
Escalate more complex issues to the development teams where appropriate
Liaise with clients to clarify issues and guide them through resolutions
Prioritise workloads to meet SLAs and manage multiple open cases simultaneously
Log, track, and document issues and solutions in the helpdesk system and knowledge base

Key Requirements

Strong problem-solving skills and ability to troubleshoot software and environment issues
Ability to prioritise workloads and manage time effectively
Clear and professional communication skills, both written and verbal
A client-focused mindset with a passion for delivering quality support

Desirable Skills & Experience

Previous experience in a 1st or 2nd line support role (preferably in a software and professional services environment)
Basic understanding of Microsoft SQL Server (queries, connectivity)
Familiarity with Windows desktop and server troubleshooting
Understanding of networking fundamentals (e.g. IP configuration, DNS, firewalls)
Exposure to software built on the Microsoft .NET stack

What We Offer

Hybrid role - 1 day per week in our Oakham office
A supportive and friendly team environment
Training and development opportunities
Exposure to a variety of technologies and real-world client scenarios

Apply Today

What We Do

Our award-winning conveyancing case management software helps law firms save time and money by assisting users at every step of the legal process, from the initial estimate through to invoicing the client and collecting monies. It produces letters, legal forms, bills and statements in seconds and manages risk via a transparent to-do list visible to case owners with third party links built in. Long gone are the days of needing to post out letters and wait for days to receive a signature on a form. With our solutions you can digitally sign within minutes using a secure and trustworthy platform.

About Us