Technology Services
Deliver performant, available and consistent technology services by operating the firm’s core systems and providing world-class support across all regions and offices to enable frictionless user experiences.
Role Purpose
The role as Deskside support requires flexibility, dedication and a passion for all things IT. Deskside support will provide hardware, software and network support to all Firm users. Deskside support will maintain, configure install and move computer hardware and peripherals and provide support for all the Firm’s core applications as well as specialized local applications. Deskside support will aid as required with audio visual requirements. Deskside support will provide onsite hands and eyes for engineering teams when troubleshooting technology issues and implementing projects.
Role and responsibilities
Key Responsibilities
Ticketing System
Respond to support requests through the Firm’s ITSM tool or via management requests.
Log tickets in the ITSM tool for all direct requests for support
Action, monitor and maintain ticket resolution within the Firm’s defined SLA’s
Technology Support
Move, configure, install and set up computer equipment and peripherals in line with Firm standards, processes and procedures
Evaluate and diagnose hardware failures and collaborate with engineering resources or vendors to resolution as required
Provide user support for mobile devices such as iPhones or iPads using the Firms management tools in line with Firm processes and procedures
Track and maintain accurate equipment inventory of technology equipment
Carry out agreed operational and specified maintenance procedures of a routine nature
Provide software support for all Firm Core Applications as well as regionally specific applications
Provide on the ground support for global and regional projects in conjunction with the PMO and the local requirements
Provide Audio Visual support in the client space and meeting rooms as required
Provide onsite support for physical installations and patching of networking equipment in the IDF/MDF closets
Maintain UpToDate knowledge on technologies and software
Customer Relationship Management
Engage frequently with customers to educate and advise on their technological requirements
Offer solutions to technical and non-technical problems
Appropriate escalation of incidents and requests to the Senior IT Analyst/Senior IT Manager in line with A&O Shearman’s processes
Key requirements
Qualifications
Comptia A+ certification or similar
Education & Experience
2 years of experience delivering technology support in a corporate environment
Prior experience in a customer service environment
Skills
Experience installing, configuring and troubleshooting technology software and hardware
Experience troubleshooting, fixing and/or using core technology applications including but not limited to Operating systems, Active Directory, Intune, Microsoft Suite, DMS, Ticketing systems
Experience supporting Audio Visual systems and Video conferencing
Key Competencies
Adaptability – able to learn new technologies in an ever-changing landscape.
Collaboration – works effectively with other IT colleagues, business stakeholders and departments.
Patience – willingness to explain things.
Customer service – passion for helping others.
Organization – able to manage multiple training initiatives simultaneously.
Working Conditions
Onsite role with 5 days a week presence in the local office
Occasional travel may be required for project support within the Americas.
Equal Employment Opportunity, including Veterans and Disability
A&O Shearman is an equal opportunity employer, including Veterans and Disability. Every individual has the right to work in a professional environment that promotes equal opportunity and prohibits discrimination and harassment. This policy applies to all aspects of an individual’s relationship with A&O Shearman, including, without limitation, recruitment, hiring, training and development, promotion, compensation, discipline, termination, and all other terms and conditions of employment.
If you are vision-impaired or have another disability under the Americans with Disabilities Act or similar law and wish to discuss accommodations related to applying for employment at A&O Shearman, please contact US HR Transactions at US-HRTransactions@aoshearman.com or call +1 212 610 6300 and ask for HR Transactions. This role is open to our Washington, DC office. For individuals assigned to or hired for this opportunity in Washington, DC, the estimated annualized base salary range for this position is $79,000-$93,000. The actual base salary offered will depend on the overall qualifications of the individual applicant for the position and other job-related factors permitted by law. We offer a competitive compensation and benefits package which includes a discretionary bonus, paid leave, life, health, accident, and disability insurance; and a 401(k) plan.
