A&O Shearman is a new global industry-leading law firm, with 48 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world's most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world's leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to diversity, equity and inclusion and we provide support and ways of working that help you optimize your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.

Role Summary

The GTS Office Lead will provide hardware and software support to all firm users. This individual will maintain, configure, install, and move computer hardware, and serve as an escalation point for complex issues. The Engineer will also plan and execute projects in alignment with Global Technology Solutions (GTS) department objectives. The Office Leads are responsible for the operation of the office's networks and IDF room. This includes maintaining vendor accounts, installing network devices, and troubleshooting hardware issues as they arise. The Office Leads also play a critical role in the onboarding process of all users where they configure, supply and train each new hire on the functionality of the hardware the firm provides.

Key Responsibilities

• Respond to user issues received through our current ITSM tool, ServiceNow, and update tickets accordingly throughout the issue resolution process.
• Monitor ticket queue and ensure all tickets are resolved in a timely manner (both locally owned and escalations).
• Move, configure, install and setup computer equipment, operating systems, and application software.
• Evaluate and diagnose hardware and equipment failures.
• Provide user support for Apple device hardware and management systems.
• Track and maintain accurate equipment inventories.
• Conduct research, collect data, and contribute to or execute projects as needed.
• Secure workstations against malicious software and facilitate necessary updates to antivirus software.
• Mentor and coach Level I and II technicians and serve as a point of escalation for complex tickets.
• Provide Audio Visual (AV) support, including supporting conference rooms and multi-location AV conferencing.
• Perform diagnostic checks on AV equipment. Ensure all AV equipment is fully operational, repair or clean equipment when necessary and break down, remove and secure equipment when not in use.
• Other duties and responsibilities as assigned.

Knowledge, Skills & Attributes

• Experience troubleshooting, fixing and/or using the following technology:
  • Active Directory
  • Adobe Acrobat
  • Antivirus/malware software
  • Apple iPhones/iPads
  • Apple MAC
  • Cisco Phones/Polycom
  • Computer Encryption (PGP)
  • Copiers Config (LDAP/SMTP)
  • Desktop Management
  • Document Management (DM) Systems
  • Document Comparison Tools
  • HelpDesk Ticketing Systems
  • Knowledgebase Systems
  • LAN/WAN/VLAN Systems
  • MDM solutions
  • MS Office Suite
  • Network Cable Routing (IT closets)
  • Network Troubleshooting
  • Printers Config/Install
  • Remote Access Tools (RSA)
  • Remote Assistance Software (Proxy)
  • Remote Office Phone Support
  • SharePoint Editing
  • Software Deployment
  • System Management Software (SCCM)
  • TCP/IP Knowledge
  • Video Conferencing (HDVC)
  • Windows 10/11 OS troubleshooting
  • Windows 10/11 Registry
  • Zoom
• Experience installing, configuring, and troubleshooting computer hardware.
• Proven experience resolving issues with Microsoft Office and other typical desktop applications.
• Exceptional customer service and interpersonal skills.
• Excellent oral and written communication skills.
• Ability to effectively defuse conflicts.
• Strong results orientation resulting in consistent follow-up and closure of all open tickets.
• Ability to interact effectively with users at all levels of an organization.
• Ability to communicate technical issues to users in simple and easily understood terms.
• Knowledge of Project Management processes and ITIL frameworks.
• Ability and willingness to share knowledge and teach and coach others.

Education & Experience

• 4-7 years' experience in computer hardware configuration and repair in a Network environment.
• At least 3 years of experience in a position that required strong customer service skills related to end-user computer support.
• High school diploma required.
• Associates Degree in Computer Science or related field preferred.
• A+ certification.

Physical Activity/Other Miscellaneous

• Ability to lift and carry 30 pounds if needed.
• Ability to walk / stand a minimum of 4 hours per day.
• Ability to split time between the San Francisco and Menlo Park offices.
• Ability to work outside standard business hours as needed.
• Ability to work on call shifts.