Technology Support Specialist

Firm Summary

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 and staff operating from more than 47 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 and shared services centers; 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

Provide hardware and software end user support. Provide a hardware and software support service to attorneys and staff in the local office. This will entail: managing escalated user queries from the Service Desk; guiding, advising, and directing users with hardware and software problems; and implementing, maintaining, and managing the desktop computers, laptops, printers, and other hardware. Senior Technology Support Specialists are experts or the ‘go-to’ people in a variety of hardware and software desktop support areas.

Active contribution and technical leadership within Support Services. A technology support specialist is expected to make an active contribution within the support services function. This will entail being recognized as a subject matter expert in a number of areas combined with a broad and deep knowledge of desktop operating systems and Firm applications, participating actively in virtual team assignments, technical mentoring of others within the team, review of KB articles submitted, acting as a technical lead for Support Services within a project team, and developing and leading special projects as necessary

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

¨ Provide second-level/floor support based on escalated incidents from the Service Desk.

¨ Use independent judgement to provide outstanding customer service based on the needs of the use and goals of the office.

¨ Proactively solve problems and support issues.

¨ Keep end users fully informed of the progress of their support incident at all times.

¨ Manage and ensure calls to the Technology Support Specialist are resolved in an efficient manner and according to business need \ priority.

¨ Develop, manage, and revise process to ensure that all work is logged and tracked through Service Manager.

¨ 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, Mobile Devices (i.e. iPhones), telephones, monitors, printers and other peripherals.

¨ Maintain accurate record of all loaner devices to include: PC/laptop, Mobile Devices (i.e. iPhones), 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, Mobile Devices (i.e. iPhone), DUO, McAfee account etc.

¨ Develop and lead the process to ensure computer assignment and office setups are completed before start date.

¨ Facilitate in the preparation of user account moves to another office.

¨ Administer BlackBerrry UEM Server functions.

¨ Setup and maintain DUO accounts and distribute tokens.

¨ Coordinate and setup conference room booking requests that require Computer/Audio/Visual technology support.

¨ Undertake and lead IT equipment moves in support of internal office moves and changes, as may be required.

Active Contribution and Technical Leadership within Support Services

A technology support specialist is expected to make an active and leading contribution within the support services function.

¨ A Technology Support Specialist will demonstrate exemplary levels of customer service, communication and follow-thru combined with the experience and technical knowledge to troubleshoot and resolve complex support issues.

¨ Will be recognized as a subject matter expert in a number of areas combined with a broad and deep knowledge of desktop operating systems and Firm application.

¨ Participate and contribute to a Technology virtual team assignment.

¨ Act as the Support Services member \ lead within Technology project teams.

¨ Create and maintain documentation of procedures, tip sheets and other documents as needed to provide efficient communication and ensure these are reflected in the Service Manager Knowledge Base.

¨ Provide technical mentoring of others within the team, contribute to and review KB articles submitted.

¨ Actively contribute to the Problem Management function to devise technical solutions and work-arounds to known errors.

Additional Responsibilities

¨ Maintain an attitude of leadership and demonstrate behavior in keeping with our Technology Guiding Principles.

¨ Utilization of ServiceNow ticketing system for incident assignment, resolution, and management is mandatory.

¨ Record and assign personal time on a daily basis to using the firm’s time recording system.

¨ Actively participate on global/regional/office project and/or virtual teams as requested by management.

¨ Maintain a high level of professional and technical knowledge.

¨ Maintain a professional demeanor at all times.

¨ Uphold firm, departmental and team rules and procedures.

¨ Contribute to team effort through communication, cooperation and coordination with other team members.

¨ Undertake any other reasonable duties as requested by IT management.