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Mayer Brown · 5 hours ago

Senior Technician: Technical Support

Charlotte, NC

Full-time

Onsite

Mid, Senior Level

$71K/yr - $94K/yr

Mayer Brown is an international law firm representing major corporations and financial institutions. They are seeking a Senior Technician: Technical Support to provide technology setup and support, troubleshoot issues, and champion the adoption of new technologies, including AI, while collaborating with team members to enhance client service and operational efficiency.

AdviceConsultingLegal

H1B Sponsor Likely

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

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

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)

Qualification

Microsoft Office proficiencyHardware supportWindows 11 administrationActive DirectoryApplication supportDocument management systemsCustomer serviceCommunication skillsOrganizational skillsTeam collaboration

Required

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

Law firm experience is preferred

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

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

May require occasional lifting of up to 20 lbs

Benefits

Medical/dental/vision/life/and AD&D insurance

401(k) savings plan

Back-up childcare and eldercare

Generous paid time off (PTO)

Opportunities for professional development and growth

Company

Mayer Brown

Glassdoor3.6

Mayer Brown is a leading global law firm with offices in key business centers across the Americas, Asia and Europe.

Founded in 1863

Chicago, Illinois, USA

1001-5000 employees

http://www.mayerbrown.com/

H1B Sponsorship

Mayer Brown has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (16)

2024 (24)

2023 (13)

2022 (10)

2021 (9)

2020 (15)