Regional IT Service Support

Linklaters•New York, NY

35d•$80,000 - $100,000

About The Position

Purpose: The IT Service Support role provides comprehensive IT support for the Americas region, handling IT hardware management and service delivery based on global and regional standards. Responsibilities include logging, diagnosing, monitoring, and resolving requests and issues via our ticket management system, Service Now. Key Responsibilities and Challenges: Deliver outstanding 1st and 2nd line support for all end-user devices and applications, including MS Office suite, conferencing, collaboration systems, Document Management System, and all end-user devices. Facilitate seamless AV support for in-room and virtual meetings. Support both company-provided and personal mobile devices. Act as the main point of contact for IT queries and issues. Ensure incidents and requests are logged, assigned, updated, tracked, and responded to promptly, in line with standards and SLAs. Keep customers and stakeholders informed of progress, taking corrective actions to minimize delays. Maintain accurate records in the IT Service Management System, Service Now. Escalate issues to relevant teams and communicate with third-party vendors, ensuring accurate resolutions and customer updates. Participate actively in regional and global IT projects. Foster strong customer relationships. Handle the build, testing, installation, management, and inventory tracking of desktops, laptops, and printers. Understand the business and departments supported. Meet deadlines and keep managers informed. Consider Information Security in all work and encourage compliance with policies. Undertake regular Information Security awareness training. AV Equipment Support: Support AV equipment in conference rooms, including setup and troubleshooting. Manage and maintain conferencing equipment. Cisco Room Kit experience is desired. Assist in configuring and operating virtual meeting platforms like WebEx, Zoom, and MS Teams. Ensure AV setups remain operational and address issues during meetings. Coordinate with vendors on equipment maintenance and upgrades. Characteristics, Skills & Experience Required: Minimum of 4 years of corporate technology experience, preferably in a law firm. Knowledgeable about Active Directory. Demonstrated expertise in Windows OS 11, along with comprehensive support for laptops, desktops, printers, and Apple iOS devices. Experience supporting Microsoft technologies (Office Suite, Teams, One Drive). Knowledge of iManage document management system preferred Strong experience with Intunes MDM platform Basic network troubleshooting skills required. Calm under pressure with a strong customer focus. Analytical skills for effective problem resolution. Excellent communication and interpersonal talents. Flexible, customer-focused approach to service delivery. Eagerness to learn and apply new technologies. Ability to consistently meet agreed metrics. Team player willing to share knowledge and experience. Capability to work independently with initiative. Other Requirements: Physical ability to lift equipment such as PCs, monitors, and printers. Willingness to work weekends and out-of-hours when necessary, including office moves and PC upgrades. Residing within commuting range to the New York office, with occasional travel to the Washington, D.C. office. Potential domestic and international travel required. The base salary range offered for this role will be between $80,000 and $100,000 and represents the firm’s good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will be dependent upon a number of factors, including but not limited to, the candidate’s relevant experience, performance, qualifications, degrees and location, as well as the needs of the firm. The total compensation package for this position may include overtime pay, discretionary bonuses and other benefits. Technical Skills: This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required. This is the place where talent meets opportunity and where passion meets purpose. At Linklaters, the work we do means carving a path through unexplored territory, working on complex legal matters, across jurisdictions and borders and providing outstanding service and confidence to our clients. Having the vision to see things differently and the determination to deliver excellence, every time. That’s what makes us who we are. You can see your true potential connecting with dynamic colleagues all over the world, united by purpose and shared values and working together as one inclusive, collaborative team. With second to none training and support, this is the place where you meet your future. This is Linklaters. Be alert to fictitious job opportunity posts and offers of employment which claim to be in the name of Linklaters. We have been made aware of various recruitment-related scams which ask for upfront payments, for example, for office equipment and promise start up bonuses and reimbursement in return for such payments. These scams often involve the use of email addresses similar to a genuine domain name. Genuine emails from Linklaters only use the domain of “@linklaters.com”. We will never ask you to make payments for office equipment or otherwise as part of our recruitment process. If you are in doubt about a job opportunity that appears to relate to our firm, please get in touch using the contact details on our careers website at www.linklaters.com/careers. In the event that we make an offer to you, and where local legislation permits, we will conduct pre-engagement screening checks that may include but are not limited to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction, any criminal records, your financial stability and references from previous employers. Your offer will be subject to the successful completion of these checks which will be initiated following your consent. As a responsible business, it is important that we represent the diversity of our people, our clients and our communities. We know that diversity makes us a better law firm and helps us attract the best talent, drive innovation with diversity of thought, and deliver the best experience to everyone who comes into contact with us. We recruit on the basis of merit, irrespective of age, disability, gender, gender identity, race or ethnicity, marital status, religion, sex, sexual orientation or any other status protected by the laws or regulations in the locations where we operate. Selection decisions, and the reasons for those decisions, are recorded at each stage of the selection process. Selection criteria and, where appropriate, technical skills tests are in place to measure an individual’s ability for the safe and effective performance of a job. Those involved in recruitment and selection decisions and processes are also provided with guidance on diversity issues. If you require reasonable adjustments to be made during the selection process, please talk to a member of the recruitment team so that any required adjustments can be made in advance. Specific experience requirements advertised on a role do not intend to preclude applications from candidates who may have more or less experience. Our intention is only to indicate a guideline as to the necessary skills for the role as described.

Requirements

Minimum of 4 years of corporate technology experience, preferably in a law firm.
Knowledgeable about Active Directory.
Demonstrated expertise in Windows OS 11, along with comprehensive support for laptops, desktops, printers, and Apple iOS devices.
Experience supporting Microsoft technologies (Office Suite, Teams, One Drive).
Strong experience with Intunes MDM platform
Basic network troubleshooting skills required.
Calm under pressure with a strong customer focus.
Analytical skills for effective problem resolution.
Excellent communication and interpersonal talents.
Flexible, customer-focused approach to service delivery.
Eagerness to learn and apply new technologies.
Ability to consistently meet agreed metrics.
Team player willing to share knowledge and experience.
Capability to work independently with initiative.
Physical ability to lift equipment such as PCs, monitors, and printers.
Willingness to work weekends and out-of-hours when necessary, including office moves and PC upgrades.
Residing within commuting range to the New York office, with occasional travel to the Washington, D.C. office.
Potential domestic and international travel required.

Nice To Haves

Knowledge of iManage document management system preferred
Cisco Room Kit experience is desired.

Responsibilities

Deliver outstanding 1st and 2nd line support for all end-user devices and applications, including MS Office suite, conferencing, collaboration systems, Document Management System, and all end-user devices.
Facilitate seamless AV support for in-room and virtual meetings.
Support both company-provided and personal mobile devices.
Act as the main point of contact for IT queries and issues.
Ensure incidents and requests are logged, assigned, updated, tracked, and responded to promptly, in line with standards and SLAs.
Keep customers and stakeholders informed of progress, taking corrective actions to minimize delays.
Maintain accurate records in the IT Service Management System, Service Now.
Escalate issues to relevant teams and communicate with third-party vendors, ensuring accurate resolutions and customer updates.
Participate actively in regional and global IT projects.
Foster strong customer relationships.
Handle the build, testing, installation, management, and inventory tracking of desktops, laptops, and printers.
Understand the business and departments supported.
Meet deadlines and keep managers informed.
Consider Information Security in all work and encourage compliance with policies.
Undertake regular Information Security awareness training.
Support AV equipment in conference rooms, including setup and troubleshooting.
Manage and maintain conferencing equipment.
Assist in configuring and operating virtual meeting platforms like WebEx, Zoom, and MS Teams.
Ensure AV setups remain operational and address issues during meetings.
Coordinate with vendors on equipment maintenance and upgrades.