Technology Support Specialist

Team Summary

Technology Services team is integral to maintaining the Firm’s overall technology, mobile and desktop devices, and core infrastructure to ensure reliable, secure and efficient operations. Technology Services is a single global operation with representation in each of the Firm’s offices. Additionally, we have shared service centers in Tampa and Manila, supporting a wide range of technologies and operations. In addition to overseeing critical enterprise systems and providing world-class client service to our global user community, we are committed to achieving a balance between new and innovative technologies while constantly ensuring data security and compliance with legal and regulatory standards, resulting in realizing value from the latest developments in technology, such as generative artificial intelligence and cloud computing models, while safeguarding sensitive client information against cyber threats and other business interruption events. Technology Services plays a significant role in supporting the Firm’s systems and people.

Position Summary

A Specialist, Technology Support provides day to day second-level IT support to the business. The role requires technical knowledge of a variety of technologies, good problem-solving skills and above all customer service and support skills.  As well as providing support you may be required to contribute to project work. 

The primary responsibility of this role is:

Desktop Support

Working within the Support Service team to provide a hardware and software support service with the local office. This will entail managing escalated user queries from the Service Desk; assisting users with hardware and software problems; and implementing, maintaining and managing the desktop computers, laptops, printers and other hardware.

Meeting Room Support to the business

Day to day meeting support, assisting with the coordination and setup of client and internal meetings that require computer and\or audio-visual technology support. Working closely with the Guest Services team to provide a world class service.

Active contribution to Support Services

A technology support specialist is expected to make an active contribution within the support services function.  This will entail a personal commitment to learning and growth, sharing of information with others, developing expertise in a number of areas, contribution of KB articles submitted, representing Support Services within project teams.

Champion the effective use of approved Firm AI technologies and automation within Technology Support, leveraging AI-assisted tools to improve service delivery, knowledge management, reporting, problem resolution, operational efficiency and user experience across Technology Support Services while ensuring compliance with security, governance, and responsible AI standards. 

Duties and Accountabilities:

• Deliver a high standard of customer service. 
• Take ownership of problems and be proactive in dealing with support issues. 
• Keep end users fully informed of the progress of their support incident at all times.
• Monitor the call queue within the Service Desk system to ensure calls are resolved in an efficient manner and according to business need, priority and Service Level Agreement.
• Ensure that all work is logged and tracked through the Service Desk system.

Desktop Support

• Provide second-level/floor support based on escalated incidents from the Service Desk.
• Image, support and maintain PCs and other IT equipment as required.
• Manage and maintain equipment inventory records via serial number, user and location to include: PC/Laptops, smart devices (iPhones), telephones, monitors, printers and other peripherals.
• Maintain a detailed understanding of all aspects of user account management in relation to the employee life cycle including AD accounts, smart devices (iPhones), Cisco Duo, MS Authenticator, McAfee account etc. 
• Computer assignment and office setups are completed before start date.
• Assist in the preparation of user account moves to another office.
• Setup and maintain Microsoft Authenticator accounts.
• Undertake and assist with IT equipment moves in support of internal office moves and changes as may be required

Meeting Support

• Schedule Video Conferences with TMS system checking availability of the units.
• Liaising with the local office Guest Servcies team to ensure the meeting room(s) and equipment is available and booked following local office room and equipment booking procedures.
• Organize MS Teams, Zoom and Audio connections required for meetings.
• Work with the local office booking team to ensure you receive regular room booking reports showing equipment needed in all rooms
• Ensuring all equipment is in full working order and for presentation, computers ensure they always have the latest security patches installed.

Active Contribution to Support Services

A technology support specialist is expected to make an active contribution within the support services function. 

• Will be actively working towards becoming a subject matter expert in a number of areas.
• May participate and will seek to make an active contribution to a Technology virtual team assignment.
• Act as the Support Services member within Technology project team.
• Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication and ensure these are reflected in the Service Desk Knowledge Base.
• Contribute to the Problem Management function to devise technical solutions and work-around to known errors.
• Demonstrate a personal commitment to learning and growth, sharing of information with others.

Additional Responsibilities:

• Maintain an attitude and behavior in keeping with our Technology Guiding Principles.
• Utilisation of the Service Desk ticketing system for incident assignment, resolution, and management is mandatory.
• Record time worked on projects.
• Actively participate on global/regional/office project and/or virtual teams as requested by management.
• Maintain a high level of professional and technical knowledge.
• Maintain a professional demeanor at all times.
• Overtime may be required and should be expected to meet deadlines. Advance notice will be given whenever possible.  Approval for all overtime must be obtained, in advance, when possible, from your line-manager.
• Remain flexible with shift hours and lunchtime based upon the needs of the group.
• Uphold firm, departmental and team rules and procedures.
• Contribute to team effort through communication, cooperation and coordination with other team members.
• Regular, predictable attendance is required with the mandatory utilisation of the firm’s attendance system (where in use).
• Undertake any other reasonable duties as requested by IT management.
• Act as a local AI advocate by sharing practical use cases, promoting adoption of approved AI solutions, identifying opportunities for process improvement, and capturing feedback to support the continual evolution of AI-enabled services.

Qualifications:

• 2+ years experience in a similar role.
• Team player who is ambitious and motivated.
• Excellent interpersonal skills and patience working with others.
• Must be able to multitask and work in a fast-paced environment.
• Must have excellent communications skills, customer service skills, problem-solving/trouble-shooting, follow-up skills and organizational skills.
• Excellent verbal and written presentation abilities.
• Capable of grasping new concepts without prior experience.
• College degree or relative work experience.
• Ability to lift or move equipment, if needed.

Technical Qualifications:

• Familiarity with ITSM tools (e.g., ServiceNow or similar platforms)
• Knowledge of the following would be advantageous:
• Hands-on experience in desk side troubleshooting.
• Application support experience of: word processing applications (MS Word), document management systems (iManage), email applications (MS Outlook), distributed time entry programs (Intapp Time), spreadsheet and presentation applications (MS365, and remote communications applications/security (Citrix/Duo/MS Authenticator).
• Exposure and/or experience with database applications.
• Administrative knowledge and experience of Microsoft back-office products, Understanding of Networking Directory Services, Microsoft ADS and inTune, LDAP, TCP/IP DHCP, DNS.
• Knowledge of MS Teams, Zoom and WebEx, AV support / Cisco AV.

This role reports to

Senior Manager, Technology and Desktop Services

Equal Opportunities

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.

Applicants who are interested in applying for a position and require an accommodation during the process should contact [email protected].

Benefits at White & Case

White & Case LLP offers a comprehensive suite of benefit programs to all eligible employees, including medical, dental, and vision insurance, life and disability coverage, 401(k) retirement savings, vacation time, and leave programs (including parental leave). Exempt roles are also performance bonus eligible.

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.

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.

Note to Recruitment Agencies

Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business—specific to the relevant office—before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions. If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies.