Technical Support Specialist
Technical Support Specialist
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Job Description
Overview
Mayer Brown is an international law firm positioned to represent the worlds 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 collaborative and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity support and development they need to grow thrive and realize their greatest potential all while supporting the Firms client service principles of excellence strategic partnership commercial instinct integrated strengths innovation and collaboration across our international firm.
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 Office Services department in our Houston office as a Technical Support Specialist.
The Technical Support Specialist is responsible for providing office based technology setup and support based upon standard operating procedures including troubleshooting and resolving custom application system or hardware issues. They act as a project resource when directed and work closely with their local regional and global peers to ensure seamless delivery of technology services and support for the end user in conjunction with the Firms strategic technology goals and initiatives.
Responsibilities
Essential Functions:
Accountabilities:
- Provides excellent 2nd line/desk side incident problem and request management support in accordance with documented processes
- Resolution of all escalated Service Desk tickets and associated customer expectation management
- Effective and proactive communication of problems/issues that impact the business (e.g. outages)
- Provides operational support of the video conferencing network and its peripherals both locally and in conjunction with other offices including video conferencing software and systems from Cisco Webex Zoom and Microsoft Teams
- Schedule and support video and audio conferences as required
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 Firmsupported laser printers laptops desktops and video 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 (WebEx Teams Zoom etc..
- Interact directly with video conference users to provide remote phone based and inroom support/troubleshooting for real time and scheduled video conferences
- Provide handson 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 setup 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 provides maintenance as needed as directed by the multimedia engineering team
- Set up video conferences working with requesters participant sites and bridging services to get call 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
- Provide support on an overtime basis as needed to support technical issues within the Firm
- Provide oncall support as part of an agreed schedule
- Under general supervision monitor document and update existing network systems and local server hardware and assist in implementation of updates and problem resolution
- Provide high levels of customer support by being responsive 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
Qualifications
Education/Training/Certifications
- University degree in a related field preferred. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job
Professional Experience:
- Law Firm experience a plus
Technical Skills:
- Advanced proficiency in Microsoft Office products
- Knowledge of related problems with OS and registries
- Advanced knowledge time recording systems metadata management systems PDF converters media players document encryption and compression tools
- Indepth understanding of AD including Active Directory role 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 teardown and repair laser printers (where applicable)
- 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 efiling processes
Performance Traits:
- 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 selfstarter 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 problemsolving skills
- Team player
- Excellent customer service skills e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner
- Encourage team members to provide continuous feedback to each other and share information openly
- Ability to mentor and direct other team members to ensure the completion of tasks
Physical Requirements:
- May require occasional lifting of up to 20. Lbs.
The typical pay scale for this position is between $69200 and $91500 although the actual wage or salary could be lower or higher if the candidates education experience skills and internal pay alignment are different from those specified.
The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.
The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the atwill nature of employment.
We offer competitive compensation and comprehensive benefits including medical/dental/vision/life/and AD&D insurance 401(k) savings plan backup childcare and eldercare generous paid time off (PTO) as well as opportunities for professional development and growth.
Thank you for your interest in Mayer Brown. We are committed to providing equal opportunity and reasonable accommodations to applicants and employees with disabilities and disabled veterans. To request a reasonable accommodation related to the application process and/or job interview please email. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.
#LIONSITE #LIPT1
Required Experience:
Unclear Seniority
Employment Type
Full-Time
