Seyfarth Shaw

Technical Support Specialist

Job Details

Company Overview

On Any Given Day, You Will

THE DAY-TO-DAY:

Provide world class concierge level of technical support desk side and remotely for hardware and software. Maintain all aspects of the office technology environments (hardware, software and server rooms) in a well-organized and secure manner.
Collaborate within the larger IT support team to ensure the highest level of customer support and resolution.
Interact with Tier 3 teams to ensure accurate setups and configurations of laptops and desktops as well as work related to projects. Handle assigned tasks as directed by Tier 3 and our Security Team.
Use the incident management system to properly document and escalate issues as they are reported in a timely while communicating status to the client.
Ensure escalations from the Service Desk are prioritized properly and status communicated to the client in a timely manner.
Perform troubleshooting, research and documentation of incidents and problems related to a variety of hardware components and software.
Participate in the service desk call queue as required. Troubleshoot and document issues from in-bound telephone calls directed to the service desk.
Handle hardware and software aspects of the telecommunications environment (phone system, handsets and accessories).
Identify and report status of critical incidents and problems to IT leadership.
Use of conference room scheduling software.
Setup and delivery of various hardware and audio visual requests within the conference meeting rooms.
Ensure all office integrated conference rooms are kept in appropriate working order.
Contribute to process and organizational development and improvements where necessary.
Collaborate with IT leadership to identify and facilitate issue prioritization and decision making process.
Provide technical training as required.
Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the firm. Participate in and contribute to International Team technology meetings as required.
Proactively learn about current and newly released applications.
Seek and identify opportunities to enhance the clients’ experience with the firm’s technology.
Manage IT hardware assets.
After-hours availability to assist with client serve delivery, system maintenance, and projects as needed.
Travel between offices to handle activities related to technology workload, projects and training as required.

You Have

Minimum 3-5 years of general IT support experience in an international professional services organization.
Strong English, Cantonese and Mandarin language skills.
Ability to work within an international team as well as an ability to facilitated assigned day to day and project workload independently.
Working knowledge of enterprise applications and technologies, including but not limited to DMS, Microsoft Windows 10/11, Microsoft 365, Citrix, popular web conferencing software, and enterprise service management experience.
Experience providing support that follows strict security policies and procedures.
Knowledge and support of hardware (desktop/laptop/printers) deployment methodologies.
Knowledge and support of various mobile email devices.
Knowledge and support of various mobile devices and platforms.
Knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool (SCCM, etc.).
Knowledge of AV/Video Conference room setups and support
Experience with Virtual Meeting platforms (Zoom, WebEx, MS Teams, etc.)
High level of client service orientation a must.
Ability to handle conflict and difficult situations within a technical and client service environment.
Exceptional communication abilities to all levels of personnel.
Ability to adapt to changing technology within a professional services organization.
Ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients.
Self-motivated and the ability to execute tasks and make decisions in a high-pressure environment.
Proven leadership skills, characteristics, and track record of achieving client service results.
Bachelor degree preferred or comparable experience.

What We Provide

Seyfarth provides competitive salary and benefits at all levels, and our culture embraces the entrepreneurial spirit of its professionals like no other firm. Our allied professionals are a collaborative team, helping to define the unique client experience offered by the firm. We understand that it takes more than attorneys to build a successful legal practice; everyone participates in our commitment to excellence.

We are also proud to be an influential leader in inclusion and diversity. The firm has been recognized for our efforts by the Human Rights Campaign and the Minority Corporate Counsel Association. We are Mansfield 2.0 certified, a reflection of our ongoing commitment to advancing candidates from underrepresented groups.

More About Seyfarth

With more than 900 lawyers across 17 offices, Seyfarth Shaw LLP provides advisory, litigation, and transactional legal services to clients worldwide. Learn more about The Seyfarth Experience at www.seyfarth.com/careers/.

This position is based in Hong Kong. Please send your resume with your current and expected remuneration to Miss Francesca Hung, Office Manager of Seyfarth Shaw by clicking Apply Now. All applications will be treated in strict confidence. Please visit www.seyfarth.com for more information about us.

Additional Information

Work Exp

3 Years - 5 Years

Location

Central

Job Level

Middle

Published On

1/8/2022

Industry

Legal Services

Job Function