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White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.
With lawyers operating from more than 40 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world's key financial markets and our strengths in handling complex cross-border work.
It's not just about our global network of offices; it's the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It's one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.
Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.
Position Summary
A Technology Support Specialist provides day to day second-level IT support to the business. The role requires technical knowledge of a variety of technologies, good problem solving skills and above all customer service and support skills. As well as providing support you may be required to contribute to project work.
The primary responsibility of this role is:
- Desktop Support Working within the Support Service team to provide a hardware and software support service with the local office. This will entail: managing escalated user queries from the Service Desk; assisting users with hardware and software problems; and implementing, maintaining and managing the desktop computers, laptops, printers and other hardware
- Meeting Room Support to the business Day to day meeting support, assisting with the coordination and setup of client and internal meetings that require computer and/or audio visual technology support. Working closely with the Guest Services team to provide a world class service.
- Active contribution to Support Services A technology support specialist is expected to make an active contribution within the support services function. This will entail a personal commitment to learning and growth, sharing of information with others, developing expertise in a number of areas, contribution of KB articles submitted, representing Support Services within a project team.
Duties and Accountabilities
- Deliver a high standard of customer service
- Take ownership of problems and be proactive in dealing with support issues
- Keep end users fully informed of the progress of their support incident at all times
- Monitor the call queue within the Service Desk system to ensure calls are resolved in an efficient manner and according to business need / priority / Service Level Agreement
- Ensure that all work is logged and tracked through the Service Desk system
Desktop Support
- Provide second-level/floor support based on escalated incidents from the Service Desk
- Providing day to day meeting support including setup of client and internal meetings requiring computer and audio visual support
- Configure, support and maintain PCs and other IT equipment as required
- Manage and maintain equipment inventory records via serial number, user and location to include: PC/Laptops, smart devices (iPhones), telephones, monitors, printers and other peripherals.
- Maintain accurate record of all loaner devices to include: PC/laptop, smart devices, printers and peripherals including coordination and timely return of all leased equipment
- Maintain a detailed understanding of all aspects of user account management in relation to the employee life cycle including: AD accounts, smart devices (iPhones), Cisco Duo, McAfee account, etc.
- Computer assignment and office setups are completed before start date
- Assist in the preparation of user account moves to another office
- Setup and maintain DUP accounts and distribute tokens
- Undertake and assist with IT equipment moves in support of internal office moves and changes as may be required
Meeting Support
- Schedule video conferences with TMS system checking availability of the unites
- Liaising with the local office Guest Services team to ensure the meeting room(s) and equipment is available and booked following local office room and equipment booking procedures
- Organize WebEx & Audio connections required for meetings
- Work with the local office booking team to ensure you receive regular room booking reports showing equipment needed in all rooms
- Ensuring all equipment is in full working order and for presentation, computers ensure they always have the latest security patches installed
Active Contribution to Support Services
A technology support specialist is expected to make an active contribution within the support services function.
- Will be actively working towards becoming a subject matter expert in a number of areas
- May participate and will seek to make an active contribution to a Technology virtual team assignment
- Act as the Support Services member within Technology project team
- Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication and ensure these are reflected in the Service Desk Knowledge Base
- Contribute to the Problem Management function to devise technical solutions and work-around to know errors
- Demonstrate a personal commitment to learning and growth, sharing of information with others
Qualifications
Personal Qualifications
- 2 years experience in a similar role.
- Team player who is ambitious and motivated.
- Excellent interpersonal skills and patience working with others.
- Must be able to multitask and work in a fast-paced environment.
- Must have excellent communication skills, customer service skills, problem-solving/troubleshooting, follow-up skills and organizational skills.
- Excellent verbal and written presentation abilities.
- Capable of grasping new concepts without prior experience.
- College degree or relative work experience.
- Ability to lift or move equipment, if needed.
Technical Qualifications
- ITIL Foundation certification or practical experience of ITIL is desirable
- MOUS or similar technical certification is desirable
- Knowledge of the following would be advantageous:
- Hands-on experience in desk side troubleshooting
- Application support experience of: word processing applications (MS Word), document management systems (Interwoven), email applications (MS Outlook), distributed time entry programs (Intapp Time), spreadsheet and presentation applications (MS Excel/MS Powerpoint), and remote communications applications/security (Citrix/Duo)
- Exposure and/or experience with database applications
- Administrative knowledge and experience of Microsoft back-office products, understanding of Networking Directory Services, Microsoft ADS, LDAP, TCP/IP DHCP, DNS
- Knowledge of WebEx, AV Support / Cisco AV
The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.
The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.
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