Office Technology Specialist

Cooley LLP; Hong Kong; On-site; HKD 260,000 - 420,000; Full time

Job summary

Cooley LLP in Hong Kong seeks an Office Technology Specialist to deliver frontline and second-line IT support across hardware, software, and AV systems for Asia. You will install equipment, manage ticketing, support conferencing, and coordinate vendor repairs while ensuring high service levels in a bilingual environment.

You need 2+ years’ technical experience, strong English and Mandarin, and a degree or equivalent.

Qualifications

• Proficiency in Microsoft Office suite, iManage and firm applications.
• Available to work overtime and flexible schedule as required.
• 2+ years of relevant technical experience.
• Proficient with Windows operating systems including Windows 11 and MS Office 2016+.
• Strong English language proficiency; Mandarin fluency.

Responsibilities

• Create and resolve tickets for hardware, software, printer and peripheral problems.
• Isolate customer problems with hardware/software as second-line support.
• Provide on-site technical assistance including setup, moves, and troubleshooting.
• Install and configure desktop, laptop, and telephone equipment per installation processes.
• Install, troubleshoot and maintain printers, scanners and mobile devices.
• Troubleshoot wireless connectivity for internal/external users.
• Coordinate hardware/software repairs with vendors.
• Assist HR/Facilities with ergonomic equipment responses.
• Participate in pilot groups and QA of builds/deployments.
• Enter data into inventory databases and manage moves/adds/changes; manage change forms.
• Prepare documents and charts using firm apps; coordinate tech functions for local office.
• Setup and maintenance of conference room AV equipment.
• Meeting setup and video conferencing support; on-site for remote trials/conferences.
• Use UX Monitoring to identify performance issues.
• All other duties as assigned.

Skills

Windows OS

MS Office

English proficiency

Mandarin Chinese

Overtime availability

Dual-language environment

Education

Bachelor’s Degree or equivalent

Tools

iManage

Server 2012/2016

Job description

Office Technology Specialist

Position summary** :**

Cooley Technology department 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 (Asia) ("OTS") is expected to recognize that the Cooley Technology department is a service organization, first and foremost, and will be evaluated on this requirement equal in importance to the technical and operational responsibilities outlined later in this document.

Position responsibilities:

• Create and resolve tickets regarding customer reports of hardware, software, telephone, mobile device and peripheral problems in the department ticketing system

• Isolate customer problems with hardware and/or software as second-line support and ...

• 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

• Install and configure desktop, laptop, and telephone equipment in accordance with firm defined installation processes

• Install, troubleshoot and maintain PC peripheral equipment such as printers, scanners and mobile devices

• Troubleshoot and resolve wireless connectivity for internal and external customers

• Troubleshoot and coordinate repairs of hardware and software with vendors.

• Assist HR and Facilities/Office Services with providing ergonomic equipment in response to workstation assessment findings

• Actively participate in pilot groups and perform quality assurance of computer system builds, program deployment and updates

• Enter data into and manage inventory databases to track information pertaining to hardware and software moves, adds/changes. Tracks all Change Forms relating to new hires, departures, support and name changes

• Familiar with Cooley software applications and prepares documents, statistical charts, graphs and spreadsheets, as needed. Coordinate change forms for local office regarding Technology functions

• Setup and maintenance of conference room audiovisual 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

• Use of User Experience Monitoring application to proactively or reactively identify cause(s) of laptop or application performance issues

• All other duties as assigned or required

Skills and experience:

Required:

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications

• Available to work overtime, and flexible work schedule as required by training or operations coverage when needed

• 2+ years applicable and relevant technical experience

• Proficient knowledge of Windows operating systems to include but not limited to Windows 11. Working knowledge of MS-Office Suite ranging from 2016 and higher

• Strong English language proficiency (both spoken and written), suitable for work in a dual-language environment

• Professional fluency in Mandarin Chinese language (both spoken and written)

Preferred:

• Professional fluency in Cantonese language (both spoken and written)

• Bachelor’s Degree or equivalent

• Experience working in a smaller setting where the technician has ‘worn many Technology-related hats’ extremely helpful

• 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

• Knowledge of Server 2012, 2016

Competencies:

• Exceptional customer service skills

• Good analytic skills and effective presentation skills to allow for effective customer support

• Work well under pressure and tight deadlines

• Excellent communication skills, both oral and written

• Professional, client-service orientation and demeanor

• 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

• Participation in PMO projects

• Accurate in data entry maintenance

Reporting to this position:

No direct reports.