Job Description
The Role
This Fixed Term Contract role will focus primarily on several imminent and upcoming projects. The successful candidate will be required to have in depth knowledge and solid project support experience in MS Exchange Online, Windows 11, Office 365 and hardware refresh programmes.
In addition, this position is to provide a comprehensive Technology support service to the partners, lawyers and business services staff, through proactive, professional and courteous user request and incident handling. This position will also work closely with users on technology education to improve work efficiency and productivity.
Key Responsibilities
2nd Level Deskside Support
- Handle escalated incidents and requests from the Global IT Service Centre, or other technical teams
- Attend to local issues, queries and requests from users, logs and monitors tickets in the firm's Helpdesk system
- Provide sound advice and assistance with the handling of and resolution of incidents and requests. This also includes escalation of tickets to the appropriate resolving groups in the region as well as global teams
- Support meeting room technologies such as Video Conferencing event testing and setup, CPD day, Global Townhall, client events
- Provide desktop hardware (including printers) and software support including remote services (e.g. Zscaler, Citrix, RSA secure ID, mobile devices, etc.)
- Participate in proactive working relationships with other Technology teams
- Analyse data and statistics for service improvements
- Perform other duties as assigned by the Technology Services Manager
Service Management
- Create and maintain operational documentations / knowledge database if required
- Attend Weekly Change Advisory Board Meeting to discuss upcoming Change submissions, review and issue weekly IT maintenance notes
Project Support
- Works with the Regional Technology Manager, APAC and the Infrastructure Team on all phases for projects coming into local office (and APAC), including pilot testing, problem reporting, follow up with issues, support during the project rollout, and attend necessary training if needed
Value Added Services
- Proactively engage with lawyers and business services professionals to educate on how to take advantage of the various technology tools and services available for improving efficiency and productivity
- Proactive focus on continuous improvements towards the overall user experience
- Capture customer feedback and share with the Technology Services Manager in regular team meetings
- Deliver proactive communications via recognized channels (email, Teams & Techbar etc)
- Consult with and demonstrate new technology to users
General
- Contribute to the broader regional Technology Team by generating new ideas and ways to improve the service delivery
- Maintain and manage hardware assets in the Office
Qualifications
Your Experience
- Strong spoken and written English; good spoken and written Chinese (Cantonese and Mandarin)
- At least 5 years' experience in a customer facing technical deskside support role, preferably in a Law Firm, Professional Service Firm or multinational company
- Solid knowledge of Microsoft Windows Operating Systems, Microsoft Office Suite and SharePoint (Microsoft Office Specialist preferred)
- Solid experience in supporting Apple and Android devices
- Solid experience in supporting meeting room technology equipment such as Cisco Roomkit, video matrix, microphones etc.
- Solid knowledge in troubleshooting network related issues (TCP/IP, DNS, VPN, Proxy)
- Solid experience in supporting online meeting tools like WebEx and MS Teams
- Experience in supporting Active Directory, Citrix Director, RSA, Exchange, BlackBerry UEM and Cisco Call manager will be advantageous
- Experience in consumerisation and BYOD related technologies which allow users to access business applications on personal devices
- Good initiative; able to work well under a high demanding environment; excellent customer service skills; able to work well independently and collaboratively in a team
- Willingness to take ownership and show initiative to achieve results
- Strong interpersonal skills and the ability to work in a team environment
- Strong analytical and troubleshooting skills
- Excellent communication and professional writing skills, with ability to explain complex information concisely
- ITIL foundation certification preferred, with proven skills & experience in this area
Company Description
Who we are
We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.
Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.
You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.
Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.
Additional Information
Equal opportunities statement
At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.
We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.
We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.
Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm.
Find out more about our inclusive culture here
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