Position Summary:

Cooley Information Services (IS) embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end the Senior Office Technology Specialist is expected to recognise that the Cooley IS department is a service organisation first and foremost and will be evaluated on this requirement equal in importance to the technical and operational responsibilities outlined later in this document.

Under direction from the OTM ensures that office IS infrastructure is productively deployed and used. Assists service desk personnel and local OTM with troubleshooting operational maintenance of desktop systems and with diagnosing and resolving more complex technical issues. Performs various technical duties at an independent level through broad technical experience in compliance with firm IS procedures.

Position Responsibilities:

• Provide high levels of quality and timely actions including response ongoing communications setting and meeting expectations and resolution for IS service to the firm.
• Deliver a high level of service quality through the creation operation and maintenance of accurate contemporary processes documented and/or automated.
• Educate and support colleagues including those less experienced to improve the overall department knowledge and customer service experience.
• Use of ticketing system to track all customer reports of hardware software telephone mobile device and peripheral problems.
• Take responsibility and ownership for various tasks assigned to them by other IS groups of a technical and/or project related nature.
• Proactively diagnose and troubleshoot potential issues using Aternity software (User Experience Monitoring application).
• Install and configure desktop laptop and telephone equipment in accordance with firm defined installation templates or guidelines.
• Install troubleshoot and maintain new and existing PC peripheral equipment such as printers scanners and mobile devices.
• Isolate customer problems with hardware and/or software as second line support and escalates problem resolution to the OTM or other members of IS as necessary.
• Provide onsite technical assistance including computer setup and breakdown office moves printer scanner mobile devices and other technology equipment support as needed.
• Coordinate and track all Change Forms relating to new hires departures support and name changes.
• Actively participate in pilot groups perform quality assurance and provide helpful feedback on computer system builds and application deployment and updates.
• Enter data accurately into and manage inventory databases to track information pertaining to hardware and software moves adds/changes.
• Familiar with Cooley software applications to prepare documents charts graphs and spreadsheets as needed.
• Setup and proactive maintenance of conference room audiovisual equipment.
• Meeting setup and support for video conferencing using webbased conferencing systems and audio visual systems. Also will provide onsite technical support for offsite/remote trials or conferences.
• Troubleshoot and resolve wireless connectivity for internal and external customers. Provide support for telephone programming and handset maintenance under direction of OTM.
• Troubleshoot and coordinate repairs of hardware and software with vendors.
• In the absence of the OTM will act as a liaison for internal and external customers including local or regional IS technology management and staff service desk personnel and local or regional firm management.
• Evaluate test and advise on new products associated with the local operational environment.
• All other duties as assigned or required.

Skills & Experience:

Required:

• Minimum five years of applicable and relevant technical experience.
• A level or equivalent.
• Candidates must have extensive knowledge of Windows operating systems to include but not limited to Windows 10.
• Qualified applicants will also have proficient knowledge of MSOffice 365 Suite.
• Consistent professional communications with attorneys staff vendors administration and IS personnel. High degree of ability to work with customers to resolve issues.
• Availability to work overtime and flexible work schedule as required by training or operations coverage when needed.
• After orientation at Cooley (UK) LLP exhibit proficiency in IS Service Management/Ticketing System Aternity Microsoft Office Zoom Microsoft Teams WorkFront Adobe Acrobat iManage and other Firm applications.

Preferred

• Educated to degree level or equivalent.
• Proficient networking architecture knowledge to include but not limited to TCP/IP DHCP and DNS.
• Prior experience working in a law firm or professional services industry.
• Experience working across a variety of IS topics

Competencies:

• Exceptional customer service skills with a professional clientservice orientated demeanor.
• Excellent communication skills both oral and written.
• Must have strong analytic and troubleshooting skills to enable effective customer support.
• Excellent organisation prioritisation and time management skills.
• Delivers a high level of service quality and consistency through the appropriate use of processes documented and/or automated.
• Ability to complete work in a timely manner with excellent attention to detail and followthrough.
• Must have effective presentation skills.
• Ability to work well with others including technicians to maintain efficient systems operations.
• Must work well under pressure and tight deadlines.
• Excellent decisionmaking and problemsolving skills with a proven ability to work in a diverse organisation.
• Proven ability to work independently drawing on IT background to tackle technical issues.
• Participation in project delivery.

Cooley offers an excellent benefits package and competitive compensation including:

• Enhanced family leave
• Health and dental insurance
• Group income protection
• Life assurance
• Pension
• Fertility benefits
• Wellness programs
• Employee discounts including a fitness and nutrition allowance
• And more!

A comprehensive benefits brochure will be provided to all candidates during the interview process.

Hybrid Working

As part of the Cooley culture we recognise and appreciate the value of being together in person to build comradery with others in the office and to be a contributing member of the Cooley office. However we also appreciate the benefits and flexibility that come from remote working. This role follows our hybrid working approach which supports our business professional staff to work in a hybrid way with the expectation that you are required to have some inoffice presence and some work from home days. The office presence requirement is very much dependant on the department needs and the business needs which are subject to change at any time.

Our Values

We are the counselors strategists and advocates for today and tomorrows leaders of the business economy. We seek to meet the evolving needs of our clients by building a community of professionals of the highest caliber who share our vision and embrace our values.

• We do not compromise on quality;
• We are one firm;
• We are ethical fair and honest;
• We take pride in the firm and its reputation;
• We value diversity;
• We give to our communities;
• We strive for balance in our lives.

Diversity Equity and Inclusion

We strive to create an inclusive and rewarding environment that allows our people to thrive both professionally and order to provide equal employment and advancement opportunities to all individuals employment decisions at the Firm will be based on merit qualifications and abilities. The Firm does not discriminate in employment opportunities or practices on the basis of age disability gender reassignment marriage and civil partnership pregnancy and maternity race religion or belief sex sexual orientation. This policy governs all aspects of employment including but not limited to recruitment selection job assignment compensation discipline promotion termination and access to benefits and training.

Cooley (UK) LLP is committed to ensuring that our recruitment practices and candidate interviews are inclusive and accessible for everyone. If you have a medical condition disability and/or are neurodivergent and would benefit from reasonable accommodations adjustments or support during your interview process please contact . All requests will be handled with sensitivity and strict confidence and will not influence your potential employment with Cooley (UK) LLP.

Affinity Groups

We have a variety of Affinity Groups which are open to our lawyers and business professionals. To find out more about Cooleys culture please click Here.