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    Technology Support Specialist - New York, United States - White & Case

    White & Case
    White & Case New York, United States

    3 weeks ago

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    Description
    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

    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 technical knowledge of a variety of technology tools and services that the Firm provides, along with strong and client-service driven skills. Besides desktop support, the specialist provides meeting support as needed.

    The Technology Support Specialist reports to the Manager of Technology Support.

    Responsibilities

    Technical support
    • Provide first and second-level technology support in both onsite and remote formats, while working with colleagues and clients, together and independently.
    • Install, set up and update laptops, monitors, telephones, mobile devices, headsets and other peripherals.
    • Assist colleagues in imaging, configuring and swapping out off-lease laptops.
    • Visit and assist users with hardware and software questions and issues.
    • Monitor the call queue from our internal ticket system (ServiceNow) and timely record, track and close service incidents and requests.
    • Take ownership of technical problems and resolve the issue.
    • Assist the team with technology equipment moves to support internal office relocations.
    • Coordinate and maintain accurate records of both loaner and leased equipment, including laptops, smart devices and other peripherals.
    • Work closely with team colleagues to keep them informed of technical issues, follow-ups, escalations and resolutions.
    Other responsibilities include:

    Meeting support
    • Set up conference room technology for scheduled and ad hoc audio and video meetings in the Firm.
    • Set up and help meeting participants use Firm's internal collaboration tools, such as Webex, audio conferencing, Jabber, AirMedia and alike.
    • Help perform system quality checks to promptly correct audio visual (AV) problems before meetings and Firm events.
    • Support Firm events by setting up, maintaining and/or removing AV equipment.
    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.

    Technical Qualifications
    • ITIL Foundation certification or practical experience of ITIL is desirable.
    • Knowledge of the following would be advantageous:
    • Hands-on experience in desk side troubleshooting.
    • Application support experience of Microsoft Office 2017 and Windows 7, Citrix, Cisco AnyConnect, BlackBerry Work, iManage and SharePoint.
    • Exposure and/or experience with database applications.
    • Experience working and handling audio visual equipment.
    • Knowledgeable with Control Systems, DSPs, Audio Distribution, Touch Panels & Virtual TPs, Cisco Codecs & Infrastructure AV equipment.
    Other Qualifications
    • 2+ years' experience in a similar role.
    • Team player who is ambitious, motivated and globally minded.
    • Excellent interpersonal skills and patient when working with others.
    • Must be able to multitask and work in a fast-paced environment.
    • Must have excellent communications, problem-solving and technical trouble-shooting skills.
    • Strive to exceed the expectations and needs of internal and external clients.
    • Make personal contact, follow ups and timely close loops.
    • Capable of grasping new concepts without experience.
    • Ability to lift or move equipment, if needed.
    • College degree or relative work experience.
    Location & Reporting
    • This role is based in New York.
    • This role reports to the Manager, Technology Support.
    Equal Opportunities

    White & Case is an Equal Employment Opportunity (EEO) employer and is committed to creating a diverse and inclusive 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.

    Applicants who are interested in applying for a position and require an accommodation during the process should contact

    The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

    1 The 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.
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