White & Case

Specialist, Technology Support 

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 operating from more than 40 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; 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. 

In addition to desktop support, the specialist will provide meeting support as needed and is client-service driven, able to professionally communicate, collaborate, engage and follow up with lawyers and business services team members to deliver professional and timely support.

Our Functional Area

Technology at White & Case plays a key role in enabling our lawyers in practicing law around the world.

Our team comprises three functions: Business Services – who maintains, develops and supports our enterprise systems, Operations – who designs, builds and supports our communications and data center operations, and Technology Support – who provides desktop, audio visual and training support. Together we support our lawyers with leading edge technology and systems to deliver elite legal and best-in-class client service.

Globally-minded and diverse, our team covers a range of technical disciplines and business skill sets. This encompasses business analysts, data architects, application developers and engineering staff covering a range of technologies that include virtualization, cloud, networking, storage, collaboration services and security. We deploy the latest technology and hardware within our state-of-the-art offices. Our technical support staff support and train our people on the latest hardware and operating systems, remote working capabilities and mobile devices. Our Shared Services centers deliver Service Desk and Operations functions that support our colleagues and monitor Firm systems 24 x 7.

Working closely with our business services colleagues to support the Firm’s Finance, Human Resources, Marketing, and Knowledge systems, the Technology Department is at the heart of the Firm’s global operations.

Duties and Accountabilities1

• 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.
• Manage and maintain equipment inventory records via serial number, user and location to include: PC/Laptops, Mobile Device (i.e. iPhone), telephones, monitors, printers and other peripherals.
• Maintain accurate accounting of all loan devices to include: PC/laptop, Mobile Device (i.e iPhone), printers and peripherals including coordination and timely return of all leased equipment.
• Independently ensure that PC assignment, account and office setups are completed before start date for all new joiners.
• Work closely with team colleagues to keep them informed of technical issues, follow-ups, escalations and resolutions. 
• 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.

Qualifications

• Minimum of 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.
• ITIL Foundation certification or practical experience of ITIL is desirable
• Knowledge of the following would be advantageous:

o Hands-on experience in desk side troubleshooting

o Application support experience of Microsoft Office 365 and Windows 10, Citrix, Cisco AnyConnect, BlackBerry Work, iManage and SharePoint.

o 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.
• Strong time management skills, ability to stay calm under pressure when juggling multiple tasks
• Proactive, resourceful, takes initiative
• Fluency in English
• International experience a plus

Location & Reporting

• This is a full time, onsite role based in Melbourne, Australia with potential for international travel
• This role reports to Senior Manager, Technology Support - Asia-Pacific

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.

1The 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.

Primary Location

: Australia-Melbourne 

Expected Workplace: Onsite 

Job Posting

: Apr 15, 2024, 5:53:05 AM