Senior Technician: Technical Support 6 month FTC

If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our London office as a Senior Technician: Technical Support on a 6 month fixed term contract. Hours: Shifts vary per office but range between 7:00am to 7:30pm based on local / regional needs. Flexibility is required in accordance with the needs of the business. Provide on-call support as part of an agreed schedule. Responsibilities:

• Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
• Update and manage of all escalated tickets in accordance with local, regional and global standards and processes
• Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking
• Successfully meet timelines and/or budgets for assigned projects
• Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
• Update and contribute to the Knowledge base to share expertise
• Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues
• Repair and maintain all Firm-supported laptops, desktops and video conferencing equipment in accordance with firm standards
• Participate as required in moving users to other offices or floors
• Configure and monitor equipment used for high level meetings
• Provide support for audio visual/video conference meetings and events
• Interact directly with video conference users to provide remote, phone based, and in-room support/troubleshooting for real time and scheduled video conference connections.
• Provide hands-on and remote support/troubleshooting of integrated video and audio conferencing equipment in conference rooms and mobile environments
• Provide technical support to conference rooms at multiple local locations including sound equipment, teleconferencing, video conferencing and other audio visual support as necessary
• Provide set-up and support of audio visual and related equipment, and computers used for presentations, within conference rooms and visiting attorney offices
• Monitor significant video conference meetings, providing immediate response to connectivity or participant needs as necessary
• Maintain inventory of all audio and video equipment and undertake maintenance as needed as directed by the multimedia engineering team
• Set up video conferences, working with requesters, participant sites and platform providers to get calls up and running at full bandwidth. Use appropriate room/meeting reservation software to coordinate conference schedules
• Perform upkeep of meeting room control consoles and keypads to include maintenance and systems upgrades as required
• Provide programming and move/add/change support for office phones (where applicable)
• Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)
• Effectively and proactively identify and communicate operations and business risks to appropriate levels of IT and management
• Adhere to all IT and user quality assurance policies and practices
• Adhere to all Firm and IT security policies and practices
• Under general supervision, monitor, document and update existing network systems and local server hardware and assist in implementation of updates and problem resolution
• communicating proactively and managing expectations
• Provide visible floor support by conducting weekly floor sweeps to increase business engagement
• Attend user groups independently or with managers as required
• Perform other duties as assigned or required to meet Firm goals and objectives

Do you have experience in VPN?, * Educated to degree level or equivalent, in a related field preferred.

• Professional Certification and/or experience (e.g. MCSDT qualification) required
• Knowledge of the ITIL environment and process essential
• A+ Certification preferred, * 36+ months experience in a desk-side support technician/analyst role, preferably in a professional services environment. Law Firm experience preferred
• Advanced proficiency in Microsoft Office products
• Knowledge of related problems with OS and registries
• Advanced knowledge of time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools
• In-depth understanding of AD & Entra ID including Active Directory roles, Group Policy, Exchange, TCP/IP, DNS, DHCP, VPN as it relates to desktop support activities
• Strong knowledge of hardware, printers and laptops and iPhone and Android devices
• Imaging and configuring PCs to Firm standards for rollout to users
• Ability to build a clone computer and troubleshoot all computer hardware issues
• Strong knowledge in replacing broken parts in laptops and troubleshoot all laptop hardware issues
• Knowledge of document management systems and e-filing processes
• Strong written and verbal communication skills. Able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
• Ability to work in a diverse team environment and effectively support the demanding needs of the Firm
• Ability to work under pressure, meet deadlines with shifting priorities
• Must be a self-starter with a high level of initiative
• Strong customer service skills, able to anticipate needs and exercise independent judgment
• Strong attention to detail, organizational skills and the ability to handle multiple projects
• Maintains confidentiality and exercises discretion
• Exercises solid strategic thinking and problem-solving skills
• Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner
• A team player who encourages other members to provide continuous feedback to each other and share information openly

Mayer Brown is an international law firm positioned to represent the world's major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do. We are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realise their greatest potential all while supporting the Firm's client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm., At Mayer Brown, we are committed to creating an inclusive work environment that offers our people the opportunity and support they need to succeed. Our culture promotes mutual respect, acceptance, cooperation and productivity among people from all backgrounds and values different perspectives and ideas. One of our core values at Mayer Brown is to promote inclusion at all levels within the business which is actively supported by our Employee Resource Groups - LGBT+, Fusion (Race & Ethnicity), Multi-faith, Women, Enable (Disability) and Work and Me (Family).