Linklaters Americas ยท 3 days ago
Regional IT Service Support
New York, United States
Full-time
Onsite
Mid Level
$80K/yr - $100K/yr
4+ years expLinklaters Americas is seeking an IT Service Support professional to provide comprehensive IT support for the Americas region. The role involves handling IT hardware management and service delivery, along with logging, diagnosing, monitoring, and resolving requests and issues via the ticket management system.
Law Practice
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
Qualification
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)
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
Preferred
Knowledge of iManage document management system preferred
Cisco Room Kit experience is desired
Benefits
Overtime pay
Discretionary bonuses
Other benefits
Company
Linklaters Americas
As a leading global law firm, our offices in New York, Washington, D.C.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase