Job Description

A&O Shearman is a new global industry-leading law firm, with nearly 50 offices in 29 countries worldwide.

Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to an inclusive environment, and we provide support and ways of working that help you optimize your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.

Department Purpose

The core of the global technology department’s mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30+ countries. To ensure that a consistent and standardized IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale. We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

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.