Specialist, Technology Support
Role details
Job location
Tech stack
Job description
Are you ready to make your mark as part of our Technology Support Team? Then you've come to the right place. At White & Case, we'll support you, give you responsibility and welcome you as an integral member of our international team from day one.
Technology enables global legal practice at the Firm, and as a Technology Support Specialist, you will provide essential second-level IT support to our lawyers and business services teams. You'll work closely with the Guest Services team to deliver a world-class service, while continuously learning, sharing knowledge, developing expertise, and representing Support Services in project teams.
You will be client-focused, skilled in professional communication, and able to collaborate with Technology managers, colleagues, clients, lawyers, and other business services teams., Desktop Support
- Providing second-level/floor support for escalated incidents, assisting users with hardware and software problems, and configuring and maintaining PCs, laptops, printers, smart devices, and other IT equipment.
- Managing and maintaining equipment inventory records, including coordination and timely return of all leased equipment.
- Maintaining user account management for the employee life cycle, including AD accounts, smart devices, Cisco Duo, MS Authenticator, and McAfee accounts, ensuring computer assignment and office setups are completed before start dates.
- Assisting with IT equipment moves, office relocations, and setting up and maintaining DUO/MS Authenticator accounts and tokens.
Meeting Support
- Scheduling video conferences and checking unit availability using TMS/CMM systems.
- Coordinating with the local Guest Services team to ensure meeting rooms and equipment are booked according to office procedures.
- Ensuring all equipment is in full working order and that computers have the latest security patches installed for presentations.
Active Contribution to Support Services
- Becoming a subject matter expert in multiple areas and actively contributing to virtual team assignments in Technology.
- Serving as the Support Services representative in Technology project teams and contributing to Problem Management by devising technical solutions and workarounds to known errors.
- Creating and maintaining documentation for efficient communication and updating the Service Desk Knowledge Base, while demonstrating personal commitment to learning and sharing knowledge.
Additional Responsibilities
- Maintaining a professional demeanour and attitude in line with our Technology Guiding Principles.
- Utilising the Service Desk ticketing system for incident assignment, resolution, and management.
- Recording time worked on projects and participating in global, regional, or office project teams as requested by management.
- Remaining flexible with shift hours and lunch breaks based on group needs, and upholding firm, departmental, and team rules and procedures.
- Contributing to team effort through communication, cooperation, and coordination with other team members.
- Regular, predictable attendance is required, with mandatory utilisation of the firm's attendance system (where in use).
- Undertaking any other reasonable duties as requested by IT management., Based in our London office, and reporting into the Technology Support Supervisor.
This role involves an office requirement of 5 days a week and includes a shift pattern.
Firm Benefits
We offer a flexible range of benefits, services and programmes designed to help support your lifestyle requirements. Some of the benefits currently available include:
- Private medical insurance
- Pension plan with matched employer contribution up to 7.5%
- Yearly wellbeing fund
- Income protection
- Holiday purchase
- Life insurance
- Critical Illness insurance
- Private GP services
- Travel insurance
- Dental coverage
- Cycle to work
- Holiday purchase (available during annual enrolment)
Equal Opportunity Statement
White & Case is an Equal Employment Opportunity (EEO) employer and is committed to creating a fair workplace. It is our Firm's policy to recruit, employ, train, compensate and promote without regard to race, color, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.
If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you.
Note to recruitment agencies: Our internal Recruitment team are responsible for all end-to-end lateral recruitment processes. All agencies must sign White & Case terms of business, which are office specific. Candidates submitted by an agency without terms of business agreed with the appropriate office, and/or outside of our online application tracking system, will not be considered a formal introduction.
Any applications and CVs sent directly to White & Case Partners and employees will not be accepted as formal introductions. If you have any questions, please contact the London Recruitment team.
When engaging with agencies, we are supported by our preferred suppliers.
Requirements
- 2+ years' experience in a similar role, demonstrating ambition, motivation, and teamwork.
- Excellent interpersonal skills and patience, with the ability to multitask in a fast-paced environment.
- Strong communication, customer service, problem-solving, follow-up, and organisational skills, both verbally and in writing.
- Capable of quickly grasping new concepts and learning without prior experience, with a college degree or relevant work experience.
- Ability to lift or move equipment as needed.
- ITIL Foundation certification or practical experience is desirable.
- MOUS or similar technical certification is advantageous.
- Hands-on experience in desk-side troubleshooting and application support for various software, including MS Word, Interwoven, MS Outlook, Intapp Time, MS Excel/MS PowerPoint, Citrix/Duo/MS Authenticator.
- Exposure or experience with database applications, administrative knowledge of Microsoft back-office products, Networking Directory Services (Microsoft ADS, LDAP), TCP/IP DHCP, DNS.
- Familiarity with WebEx and AV support, including Cisco AV Systems, is preferred.
Benefits & conditions
When you join us, you'll be working directly with partners, business leaders and many other inspiring colleagues across our global network of offices. We live by our values-to be pioneering, united and human-and we believe that you'll experience them from your first day. We will give you the support and development opportunities that will help you achieve your potential.
We believe that consistent high performance merits reward and support. Our compensation package reflects your calibre as a technology professional, and our benefits are designed to support your changing needs and priorities across different life stages.
