The Technology Support Specialist is a member of the Technology Support team at White & Case. The specialist provides day-to-day first and second-level technology support to the business.
The role requires strong knowledge of a variety of technologies and services that the Firm provies, good problem solving skills and above all strong customer service and support skills.
In addition to providing support you may be required to contribute to project work. Our Functional Area Technology at White & Case plays a key role in enabling our lawyers is practicing law around the world.
Our team comprises of three functions : Business Services who maintain, develop and support our enterprise systems, Operations who design, build and support our communications and data centre operations, and Support Services who provide desktop, meeting and training support in the Firm’s offices.
Together we support our lawyers with leading edge technology and systems to deliver elite legal and best-in-class client service.
Globally-minded and diverse, our team covers a range of technical disciplines and business skill sets. This encompasses from business analysts, data architects, application developers and engineering staff covering range of technologies that include virtualisation, cloud, networking, storage, collaboration services and security.
We deploy the latest technology and hardware within our state of the art offices. Our technical support staff support and train our people on the latest hardware and operating systems, remote working capability and mobile devices.
Our Shared Services centres provide Service Desk and Operation Centres that providing support and monitoring of Firm systems 24 x 7.
Working closely with our business services colleagues in support of the Firm’s Finance, HR, Marketing and KM Information Technology systems Drawing, Global Technology Services is at the heart of the Firm’s global operations.
Duties and Accountabilities1 Desktop Support Working within the Support Service team to provide hardware and software support service for 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 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 closey with the Guest Services team to provide a world class service.
Active contribution to Support Services. The Technology Support Specialist is to be client-service driven and able to professionally communicate, collaborate, engage and follow up with managers and colleagues, lawyers and other Business Services teams to deliver professional and timely support This person is expected to make an active contribution within the Support Services function locally, regionally and globally.
This will entail a personal commitment to learning and growing, sharing of information with others, developing expertise in a number of areas, contribution of articles to the Technology Knowledge Bank, and representing Support Services within a project team.
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.
Provide first and 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), SecurID, 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 DUO accounts and distribute tokens.
Undertake and assist with IT equipment moves in support of internal office moves and changes as may be required
Liaising with the local office Guest Servcies 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
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 known errors.
Demonstrate a personal commitment to learning, growing and sharing of information with others.
Maintain an attitude and behavior in keeping with our Technology Guiding Principles.
Utilisation of the Service Desk ticketing system for incident assignment, resolution, and management is mandatory.
Record time worked on projects.
Actively participate on global / regional / office project and / or virtual teams as request by management.
Maintain a high level of professional and technical knowledge.
Maintain a professional demeanor at all times.
Overtime may be required and should be expected to meet deadlines. Advance notice will be given whenever possible. Approval for all overtime must be obtained, in advance when possible, from your line-manager.
Remain flexible with shift hours and lunchtime based upon the needs of the group.
Uphold firm, departmental and team rules and procedures.
Contribute to team effort through communication, cooperation and coordination with other team members.
Regular, predictable attendance is required with the mandatory utilisation of the firm’s attendance system (where in use).
Undertake any other reasonable duties as requested by IT management.
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 communications skills, customer service skills, problem-solving / trouble-shooting, 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.
ITIL Foundation certification or practical experience of ITIL is desirable
MOUS or similar technical certification is desirable.
Knowledge of the following would be advantageous :
1The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.