Technical Support Specialist

2 weeks ago

London, United Kingdom Mayer Brown LLP Full time

Overview:
**The Firm**:
Mayer Brown is a leading global law firm with offices in 27 key business centres across the Americas, Asia, Europe and the Middle East. With approximately 200 lawyers in each of the world’s three largest financial centres — New York, London and Hong Kong — we are uniquely positioned to advise leading companies and financial institutions on their most complex legal needs. We have deep experience in high-stakes litigation and complex transactions across industry sectors, including our signature strength, the global financial services industry.

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 realise their greatest potential. We also encourage all our people to use their skills to support the wider community through our pro bono and community volunteering programmes. At Mayer Brown the principles of mutual respect, dignity and understanding are central to the way we work and help to provide an environment where diversity and inclusion are embraced.

**The Role**:Technical Support Specialist - 6 month FTC

**The Department**:Information Technology

**Purpose of the Role**:
Working independently for the most part, the Technical Support Specialist Level III will be accountable for providing 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); providing 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; and scheduling and supporting 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
- 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 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
- Interact directly with video conference users to provide remote, phone based, and in-room support/troubleshooting for real time and scheduled video conference bridges
- 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 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**:

- 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, communicati

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