IS Support Specialist

Gibson Dunn; Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

Gibson Dunn in London is seeking an IS Support Specialist to provide second-level technical support to clients and assist with IS operations on-site. The role requires hands-on IT support across hardware, software, audiovisual systems, and collaboration tools, with a focus on timely service delivery.

You will log issues in ServiceNow, contribute to the knowledge base, and maintain asset inventories while supporting after-hours needs as required.

Qualifications

• Bachelor’s degree or technical college training (or equivalent).
• Experience in the legal industry is preferred.
• Right to work in the United Kingdom.
• Minimum 5 years of relevant experience.
• Experience providing support in Windows 11, macOS and iOS environments.
• Experience providing IS support in a Legal or Professional Services environment.
• Superior experience with computer hardware, printers, smartphones, and audio-visual communications equipment.

Responsibilities

• Deliver effective and timely IS services for hardware and software.
• Interact with customers in person when possible.
• Deploy and maintain equipment and data networks per IS guidance.
• Act as second-level technical resource to resolve issues.
• Log issues in ServiceNow and update knowledge base.
• Promote usage of firm-provided software applications.
• Maintain equipment inventory in the Asset Management System.
• Provide after-hours technical support as required.
• Follow firm policies and participate in IS projects.
• Set up and troubleshoot audio-visual equipment for live events.

Skills

Customer service oriented

Strong communication

Team player

Problem solving

Work under pressure

Organisational skills

Flexible

Relationship building

Education

Bachelor’s degree or technical college training

Tools

ServiceNow

Office 365/Exchange Online

SCCM

Intune

Job description

Summary:

Gibson Dunn is a leading global law firm, advising clients on significant transactions and disputes. Our exceptional teams craft and deploy creative legal strategies that are meticulously tailored to every matter, however complex or high-stakes. The firm’s work is distinguished by a unique combination of precision and vision.

Based in London, the IS Support Specialist is a second-level support role with the primary responsibility of providing technical support to customers along with operational and administrative support for IS functions in the assigned Gibson Dunn office(s). The assigned person will actively participate in maintaining and improving the timeliness and quality of IS support provided to all customer constituencies within assigned office(s).

This role is a full-time, on-site position, reporting to the Manager of User Experience.

Responsibilities:

• Execute the effective and timely delivery of IS services, both hardware and software.
• Interact effectively with all customer constituencies, in person when at all possible.
• Deploy and maintain the operational availability of all related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems, and, when directed by IS Operations, servers, and network infrastructure.
• Perform effectively as a second-level technical resource to resolve customer issues.
• Listen attentively to the problem/issue described by the customer and log all pertinent information into our call tracking program, ServiceNow.
• Contribute detailed solutions to the ServiceNow Knowledge Base.
• Promote effective utilisation of firm-provided software applications to customers.
• Keep the equipment inventory up to date at all times in the Asset Management System.
• Provide technical support and assistance outside of normal business hours as required.
• Must have strong organisational skills and be able to prioritise work efficiently; multi-tasking is necessary.
• Maintain and adhere to firm-wide and departmental policies, standards, operational guidelines, and administrative procedures relating to IS function.
• Participate as an active team member on assigned IS projects.
• Set up, install, operate, test and troubleshoot audio-visual equipment and collaboration technologies (Zoom/Cisco Rooms, Teams) including setting up equipment used to enhance live events (townhall meetings/webinars, etc.) such as laptops, projectors, screens, and microphones

Qualifications:

• Strong verbal, written, interpersonal and team skills.
• Strong customer service skills.
• Experience providing support in Windows 11, macOS and iOS environments.
• Experience providing support on Microsoft Office products, Exchange Online, SCCM, and Intune.
• Experience providing IS support in a Legal or Professional Services environment.
• Superior experience with computer hardware, printers, smartphones, and audio-visual communications equipment.
• Strong problem solver, with an ability to work well under pressure.
• Proven experience effectively resolving critical/major incidents, particularly those that have an impact on high-level stakeholders (partners, senior and C-level management).
• Strong project planning, organisational and execution skills.
• Strong ability to build and maintain trusted relationships and effectively collaborate at all levels and across all disciplines.
• Ability to remain calm and reasoned under pressure.
• Ability to be flexible to meet varied and changing business requirements.
• The role requires manual handling and transportation of equipment

Experience:

• Bachelor’s degree in a related field is preferred or technical college training with equivalent experience is also considered.
• Experience in the legal industry is preferred.
• Applicants must have the right to work in the United Kingdom.
• Minimum 5 years of relevant experience.

Gibson Dunn will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of local law.

Gibson Dunn is committed to ensuring equal employment opportunities for all qualified applicants, including individuals with disabilities. We strive to ensure an inclusive and accessible hiring experience. The Firm will provide reasonable accommodations to qualified individuals with disabilities to enable participation in the application and recruitment process, unless doing so would impose an undue hardship, in accordance with applicable laws and regulations. If you require a reasonable accommodation to complete an application, participate in an interview, or otherwise take part in the recruitment process, please contact us at [e-mail]. Please note, this is a dedicated email inbox established exclusively to assist applicants with accommodation request related to the recruitment process. Inquiries about the status of an application or other non-accommodation matter will not receive a response.