Office Technology Specialist

Cooley LLP; City of Westminster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading law firm is seeking an Office Technology Specialist to join the London Technology Office Operations team. The role involves providing technical assistance, managing hardware and software issues, and supporting audio-visual setups. Candidates should have at least three years of relevant experience, proficiency in Windows and MS-Office Suite, and exceptional customer service skills. This position offers a flexible schedule and various employee benefits including enhanced family leave and wellness programs.

Benefits

Enhanced family leave

Health and dental insurance

Wellness programs

Employee discounts

Qualifications

• Minimum of three years applicable and relevant technical experience.
• Flexible work schedule and availability to work overtime.
• Basic networking architecture knowledge, including TCP/IP and DNS.

Responsibilities

• Use ticketing system to track hardware and software issues.
• Provide on-site technical assistance as needed.
• Setup and maintain conference room audio visual equipment.

Skills

Technical support

Customer service skills

Attention to detail

Analytic skills

Communication skills

Education

A-level or equivalent education

Tools

Windows operating systems

MS-Office Suite

Job description

Overview

Cooley is seeking an Office Technology Specialist to join the London Technology Office Operations department. Cooley Information Services (IS) embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the Office Technology Specialist is expected to recognise that the Cooley IS department is a service organisation, first and foremost, and will be evaluated on this requirement equal in importance to the technical and operational responsibilities outlined later in this document.

Responsibilities

• Use ticketing system to track all customer reports of hardware, software, telephone, mobile device and peripheral issues.
• Provide on-site technical assistance, including computer setup and breakdown, office moves, troubleshooting of printer, scanner, mobile devices and other technology equipment support as needed.
• Prepare equipment and operate quality assurance with regards to equipment preparation, following defined processes, e.g. for new starters, including those starting in groups as part of annual Legal Talent initiatives.
• Install and configure replacement desktop, laptop, and associated equipment in accordance with firm defined installation processes or guidelines.
• Install, troubleshoot and maintain PC peripheral equipment such as printers, scanners, and Cooley-issued mobile devices (iPhones, iPads).
• Troubleshoot and coordinate repairs of hardware and software with vendors.
• Troubleshoot and resolve wireless connectivity for internal and external customers.
• Isolate customer problems with hardware and/or software and escalate to colleagues as necessary.
• Use User Experience Monitoring application to identify and treat system performance issues.
• Actively participate in pilot groups and perform quality assurance of computer system builds, program deployment and updates, and provide relevant, factual, accurate feedback.
• Enter data into and manage inventory databases including in-office stock, to track information pertaining to hardware. Track all Change Forms relating to new hires, departures, support and name changes.
• Setup and regular maintenance of conference room audio visual equipment.
• Meeting setup and support for video conferencing using web-based conferencing systems. Also, will provide on-site technical support for off-site/remote trials or conferences.
• Is familiar with Cooley software applications and prepares documents, statistical charts, graphs and spreadsheets as needed.
• Creation, maintenance and management of operational processes and planned maintenance tasks, including proactive/preventative activities.
• All other duties as assigned or required.

Qualifications

Required

• Minimum of three years applicable and relevant technical experience.
• A‑level or equivalent education.
• Proficient knowledge of Windows operating systems to include but not limited to Windows 11. Qualified applicants will also have working knowledge of MS‑Office Suite ranging from 2016 and higher.
• Availability to work overtime and flexible work schedule and in alternative offices as required.

Preferred

• Basic networking architecture knowledge to include but not limited to TCP/IP, DHCP, and DNS.
• Prior experience working in a law firm or professional services industry.
• Experience working in an enterprise‑level environment where delivering to high quality, and consistency and decisiveness are key factors in success.
• Exceptional customer service skills with a professional, client‑service orientation and demeanor.
• Must have exceptional attention to detail and accuracy in all aspects of the role, including written communications.
• Must have good analytic skills and effective presentation skills to allow for effective customer support.
• Ability to work well with others including technicians to maintain efficient systems operations.
• Ability to complete work in a timely manner with excellent attention to detail and follow‑through.
• Must work well under pressure and tight deadlines.
• Excellent communication and presentation skills, both oral and written.
• Excellent organisational and time management skills.
• Excellent operational project delivery.
• Ability to handle multiple tasks and manage shifting priorities.
• Excellent decision‑making and problem‑solving skills with a proven ability to work in a diverse organisation.
• Ability to embrace organisational change and champion as needed.

Benefits

• Enhanced family leave
• Health and dental insurance
• Group income protection
• Life assurance
• Pension
• Fertility benefits
• Wellness programs
• Employee discounts including a fitness and nutrition allowance
• And more!

Equal Opportunity Statement

We strive to create an inclusive and rewarding environment that allows our people to thrive both professionally and personally. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the Firm will be based on merit, qualifications and abilities. The Firm does not discriminate in employment opportunities or practices on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation. This policy governs all aspects of employment, including but not limited to, recruitment, selection, job assignment, compensation, discipline, promotion, termination, and access to benefits and training.