Specialist, Technology Support

White & Case LLP • Washington, DC

5d

About The Position

Technology Services team is integral to maintaining the Firm’s overall technology, mobile and desktop devices, and core infrastructure to ensure reliable, secure and efficient operations. Technology Services is a single global operation with representation in each of the Firm’s offices. Additionally, we have shared service centers in Tampa and Manila, supporting a wide range of technologies and operations. In addition to overseeing critical enterprise systems and providing world-class client service to our global user community, we are committed to achieving a balance between new and innovative technologies while constantly ensuring data security and compliance with legal and regulatory standards, resulting in realizing value from the latest developments in technology, such as generative artificial intelligence and cloud computing models, while safeguarding sensitive client information against cyber threats and other business interruption events. Technology Services plays a significant role in supporting the Firm’s systems and people. The Advisor, Tech Support provides essential services and supports the team in making informed decisions and providing quick resolutions on Tech Support matters. This role engages in fact-finding exercises and analysis, applying judgement based on information gathered from multiple sources to enable their team to operate and respond effectively to technical inquiries. The incumbent primarily impacts the team's effectiveness by maintaining high standards of technical work, coordinating the smooth resolution of IT issues to maximise functional performance on a day-to-day basis.

Requirements

• Bachelors degree or equivalent experience; likely working towards relevant professional certification/qualification where appropriate to the discipline

Responsibilities

• Provides 2nd line of support services to team members, end users and other stakeholders on typical Tech Support queries and issues
• Conducts research and analysis on Tech Support matters using data, gathering information from relevant sources, maintaining documentation and applying best judgement to resolve IT issues quickly and effectively
• Responds promptly to technical inquiries, ensuring accurate recording and efficient resolution, escalating complex issues to senior colleagues and team leaders as necessary
• Helps the team to maintain system efficiency and security by troubleshooting and problem-solving system issues
• Supports the Senior Advisor or Manager with providing training and support to users to ensure proper use of technology services and software
• Collaborates closely with wider teams across the firm to gather key information, contributing to the achievement of team objectives to ensure a holistic approach to technological support
• Maintains accurate records of tech issues, actions taken, and outcomes within the system to support continuous improvements in service delivery
• Maintains up-to-date knowledge of Tech Support best practices and trends, sharing insights and recommendations with the team as appropriate
• May coordinate the work of junior team members and more administrative roles
• Roles at this level may serve as a supervisor or informal resource
• Ability to make judgments based on knowledge gained through previous experience
• Ability to work fairly independently, escalating complex issues for guidance and support
• Comprehensive understanding of the range of processes, procedures and systems within own discipline
• Effective analytical and problem - solving skills, with the ability to gather and evaluate information from multiple sources
• Effective communication and interpersonal skills, with the ability to coordinate work, provide guidance within the team, and collaborate with cross - functional teams

Benefits

• White & Case LLP offers a comprehensive suite of benefit programs to all eligible employees, including medical, dental, and vision insurance, life and disability coverage, 401(k) retirement savings, vacation time, and leave programs (including parental leave).
• Exempt roles are also performance bonus eligible.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees