Technology Support Specialist

Vedder; Greater London; Hybrid; GBP 35,000 - 48,000; Full time

Job summary

Vedder Price P.C. in London is seeking a Technology Support Specialist to deliver comprehensive technical support for hardware, software, and platforms.

You will assist firm employees via phone, email, remote, and deskside support, ensuring timely resolution and high service levels. The role requires a Bachelor's degree in a related field and 1–3+ years IT support, preferably in a professional services setting.

Qualifications

• Bachelor's degree in CS or related field or equivalent work experience.
• 1–3+ years IT support; deskside and hardware troubleshooting preferred.
• Experience in a law firm or professional services environment is a plus.
• Hybrid work with at least three days per week in the London office.
• Ability to work under pressure and meet deadlines.
• Commitment to high levels of service and responsiveness.

Responsibilities

• Provide technical support to Vedder Price employees via phone, email, in person, and deskside.
• Perform hardware setup, imaging, troubleshooting, and repair of desktops, laptops, printers, docking stations, mobile devices and peripherals.
• Log all service requests in the ticketing system and own each ticket through resolution.
• Prioritize and manage incoming calls, tickets, and workflow for timely resolution.
• Diagnose and resolve issues across hardware, software, and telephony systems.
• Collaborate with engineers and vendors to resolve complex issues as SME.
• Identify recurring issues and report trends for proactive resolution.
• Maintain expert knowledge of Vedder Price applications and platforms.
• Provide coverage for holiday, evening, and weekend support as needed.
• Meet performance expectations with minimal unplanned absence.

Skills

Troubleshooting

Customer service

Communication

Time management

multitask

Deskside support

Team player

Education

Bachelor's degree in Computer Science, Information Management, or related field

Tools

ServiceNow

Windows 11

Microsoft 365

Imaging tools

Job description

NOTE: We are only accepting applications from direct applicants and agencies with which we have current agreed terms. Vedder's London office is seeking a Technology Support Specialist. The Technology Support Specialist is responsible for delivering comprehensive technical support for all Vedder Price software, hardware, and technology platforms. This role provides assistance to firm employees through phone, email, remote, and deskside support, ensuring timely resolution of issues and a high level of customer service.

As a Technology Support Specialist, your duties will include but not be limited to:

• Provide technical support to all Vedder Price employees and/or clients via phone, email, in person, and deskside assistance.
• Deliver hands-on hardware support, including setup, installation, imaging, troubleshooting, and repair of desktops, laptops, printers, docking stations, mobile devices, and other peripherals.
• Log all service requests in the ticketing system and maintain total contact ownership for each ticket, following department escalation procedures when necessary.
• Prioritize and manage incoming calls, tickets, and workflow to ensure timely resolution of issues.
• Diagnose and resolve technical issues related to hardware, software, and telephony systems. Research unresolved problems using available resources and elevate when appropriate.
• Serve as Subject Matter Expert (SME) in assigned areas, collaborating with engineers and vendors to resolve complex issues.
• Identify and report recurring issues or potential technology trends to management for proactive resolution.
• Maintain expert-level knowledge of all applications, systems, and technology platforms used at Vedder Price.
• Provide coverage for holiday, evening, and weekend Technology Support Center (TSC) support as needed.
• Consistently meet performance expectations with minimal unplanned absence.

Skills & Competencies:

• Strong ability to troubleshoot and resolve complex technical and hardware issues, including deskside support scenarios.
• Excellent interpersonal skills to communicate effectively with Technology team members and end users.
• Ability to actively listen, analyze situations, and provide clear solutions.
• Positive customer service mindset with the ability to build rapport and maintain professionalism under pressure.
• Effective written and verbal communication skills, with the ability to document solutions clearly and concisely.
• Strong organizational and time management skills, including the ability to prioritize, multitask, and work independently on multiple issues simultaneously.
• Capability to schedule, coordinate, and complete tasks in a results-oriented environment.
• Team player with a collaborative approach to problem-solving.

Qualifications & Required Experience:

• Bachelor's degree in Computer Science, Information Management, or a related field (or equivalent work experience).
• 1-3+ years of IT support experience; deskside and hardware troubleshooting strongly preferred.
• Experience supporting technology in a law firm or professional services environment preferred.
• Must be able to work Monday through Friday on a hybrid schedule, with a minimum of three days per week in the office.
• Ability to work under pressure and meet strict deadlines.
• Commitment to maintaining high levels of service and responsiveness.

Computer Skills:

• To perform this job successfully, an individual must be proficient in the following software:
• Proficiency with Windows 11 and Microsoft 365 applications.
• Proficiency in mobile operating systems (iOS and Android) and device support.
• Familiarity with end-user hardware, imaging tools, troubleshooting methodologies, and network connectivity concepts.
• Knowledge of remote support tools and ticketing systems (Service Now).

Equal Employment Opportunity

Vedder Price P.C. is an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability (where applicant is qualified to perform the essential functions of the job with or without reasonable accommodations), medical condition, protected veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law. We participate in E-verify.

Applicants who are interested in applying for a position and require special assistance or an accommodation during the process due to a disability should contact the Vedder Recruiting Team at [e-mail].