Senior Technician: Technical Support
Overview
Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.
We are a collegial, collaborative 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 all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.
If you thrive in a collaborative environment that values exceptional client service, initiative, professionalism, responsiveness, and adaptability, we invite you to consider joining our Information Technology department in our New York office as a Senior Technician: Technical Support.
The Senior Technician: Technical Support provides office-based technology setup and support, troubleshooting custom applications, systems, and hardware issues. They serve as a project resource and collaborate with peers, to deliver seamless, innovative technology services aligned with the Firm's strategic goals. This role also champions the adoption of new technologies-including AI-by optimizing workflows and supporting change management initiatives.
Responsibilities
Essential Functions
Forward-Thinking Responsibilities:
- Proactively collaborate with internal and external clients to understand evolving technology needs and deliver tailored solutions
- Lead initiatives to streamline and optimize business workflows through the adoption of new technologies, including automation and AI-driven tools
- Develop and maintain a strong working relationship with AI tools (e.g., Copilot, ChatGPT) to enhance business processes
- Provide guidance and support to lawyers and business professionals adopting new systems and workflows, ensuring smooth transitions and high user engagement
- Stay ahead of emerging technology trends, recommending and piloting innovative solutions that drive competitive advantage
Responsibilities:
- Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation, and resolution
- Update and manage all escalated tickets in accordance with local, regional, and global standards and processes using ServiceNow cloud platform
- Collaborate with the team to manage all local hardware assets and assist with hardware upgrades and tracking using ServiceNow cloud platform
- Repair and maintain all Firm-supported laptops, desktops, printers, and video equipment in accordance with firm standards
- Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)
- Provide in-room support and troubleshooting for audio visual/video conferences, meetings, and events utilizing video conferencing platforms and systems from Cisco, Webex, Zoom, Microsoft Teams, and other virtual platforms
- Provide programming and move/add/change support for office phones (where applicable)
- Under general supervision, monitor, document, and update existing network systems and local server hardware and assist in implementation of updates and problem resolution
- Successfully meet timelines and/or budgets for assigned projects
- Participate as required in moving users to other offices or floors
- Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
- Collaborate effectively with team members to achieve departmental objectives and support cross-functional initiatives
- Represent the IT department with professionalism and a customer-focused approach, ensuring positive interactions with internal and external clients
- Update and contribute to the Knowledge base to share expertise
- Function as a technology resource to the Firm for industry trends, technology implementations (hardware and software), and change management issues
- Provide high levels of customer support by being responsive, communicating proactively and managing expectations
- 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
Accountabilities:
- Maintain regular and on-time attendance to ensure consistent support and service delivery
- 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 business (e.g., outages)
Qualifications, Experience and Personal Attributes
Education/Training/Certifications:
- University degree in a related field is 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 is preferred.
Technical Skills:
- Demonstrated advanced proficiency in Microsoft Office products, ensuring efficient use of productivity applications across the organization.
- Provides expert hardware support including installation, maintenance, and repair of desktops, laptops, printers, and mobile devices, ensuring minimal downtime and optimal device performance.
- Manages the imaging and configuration of PCs to meet organizational standards, preparing devices for deployment and maintaining consistency across assets.
- Maintains strong knowledge of asset management practices, tracking and managing hardware inventory throughout its lifecycle.
- Possesses advanced understanding of Windows 11 operating system administration, including configuration, updates, and user account management.
- Ensures compliance with security protocols through expertise in document encryption, compression tools, and metadata management systems.
- Supports advanced desktop activities involving Active Directory, Exchange, TCP/IP, DNS, DHCP, and VPN technologies.
- Proficient in application support, including troubleshooting and resolving software issues for end users.
- Knowledge of related problems with OS and registries.
- Knowledge of document management systems and e-filing processes.
Performance Traits:
- Demonstrates strong written and verbal communication skills, effectively conveying technical information to clients and colleagues at all levels of the organization.
- Communicates in a professional manner with internal teams and external vendors, ensuring clarity and accuracy in all interactions.
- Performs well under pressure, consistently meeting deadlines while adapting to shifting priorities.
- Exhibits self-motivation and initiative, proactively identifying and addressing technical issues.
- Provides exceptional customer service by anticipating client needs and exercising independent judgment.
- Maintains a high level of attention to detail, ensuring accuracy in troubleshooting and documentation.
- Employs excellent organizational skills to manage multiple projects, tasks, and support requests simultaneously.
- Upholds confidentiality and discretion when handling sensitive information.
- Collaborates as a team player, contributing to a positive and productive work environment.
- Manages difficult customer interactions and situations with empathy, professionalism, and composure.
Physical Requirements:
- May require occasional lifting of up to 35 to 40 lbs.
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.
We are committed to providing equal opportunity and reasonable accommodations to applicants and employees with disabilities and disabled veterans. To request an accommodation related to the application process or interview, please email [email protected]. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Mayer Brown works with select external search firms that have been vetted against our standards. Firms without a contract or agreement with Mayer Brown are not authorized to represent that they are working with the Firm, nor are they entitled to placement fees. Mayer Brown does not accept unsolicited CVs from external recruiters. Submission of an unsolicited CV to Mayer Brown or any of its Partners or employees will not establish any right of priority for the submitting agency.
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