Overview

Mayer Brown LLP is a leading global law firm with offices in 27 key business centers across the Americas, Asia, Europe and the Middle East. 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 realize their greatest potential.

If you enjoy working with team members whose defining characteristics are achievement, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our Palo Alto or San Francisco office as a Technical Support Specialist.

The Technical Support Specialist is responsible for providing office based technology set-up and support based upon standard operating procedures, including troubleshooting and resolving custom application, system or hardware issues. They act as a project resource when directed and work closely with their local, regional and global peers to ensure seamless delivery of technology services and support for the end user in conjunction with the Firm’s strategic technology goals and initiatives.

This role will support the Norcal offices as well as backup support to Salt Lake City (virtually.)

Responsibilities

Essential Functions:

Accountabilities

• Provides 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) 

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
• Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
• 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 in-room support for audio visual/video conferences, meetings and events utilizing video conferencing platforms and systems from Cisco, Webex, Zoom, Microsoft Teams and other virtual platforms.
• 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 smart-hands and remote support/troubleshooting of integrated video and audio conferencing equipment in conference rooms and mobile environments
• 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
• 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
• Provide support on an overtime basis as needed to support technical issues within the Firm
• Provide on-call support as part of an agreed schedule
• 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, communicating proactively and managing expectations
• Provide visible floor support by conducting weekly floor sweeps to increase business engagement
• Attend user groups independently or with managers as required
• Provide backup support and coverage for Office Services as required.
• Perform other duties as assigned or required to meet Firm goals and objectives

Qualifications

Education/Training/Certifications:

• University degree in a related field preferred. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job

Professional Experience:

• Law Firm experience a plus

Technical Skills: 

• Advanced proficiency in Microsoft Office products
• Knowledge of related problems with OS and registries
• Advanced knowledge time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools
• In-depth understanding of AD including Active Directory role, Exchange, TCP/IP, DNS, DHCP, VPN as it relates to desktop support activities
• Strong knowledge of hardware, printers and laptops and iPhone and Android devices
• Imaging and configuring PCs to Firm standards for rollout to users
• Strong knowledge of standard virtual meeting platforms and in-room equipment necessary to support meetings and events
• Ability to 'teardown' and repair laser printers (where applicable)
• Ability to build a clone computer and troubleshoot all computer hardware issues
• Strong knowledge in replacing broken parts in laptops and troubleshoot all laptop hardware issues
• Knowledge of document management systems and e-filing processes

Performance Traits:

• Strong written and verbal communication skills. Able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
• Ability to work in a diverse team environment and effectively support the demanding needs of the Firm
• Ability to work under pressure, meet deadlines with shifting priorities
• Must be a self-starter with a high level of initiative
• Strong customer service skills, able to anticipate needs and exercise independent judgment
• Strong attention to detail, organizational skills and the ability to handle multiple projects
• Maintains confidentiality and exercises discretion
• Exercises solid strategic thinking and problem-solving skills
• Team player
• Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner
• Encourage team members to provide continuous feedback to each other and share information openly
• Ability to mentor and direct other team members to ensure the completion of tasks

Physical Requirements:

• May require occasional lifting of up to 20. Lbs.

The typical pay scale for this position is between $88,000 and $102,000, although the actual wage or salary could be lower or higher if the candidate’s education, experience, skills and internal pay alignment are different from those specified. 

The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401 (k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.