Job description

We have an exciting opportunity for a Senior IT Analyst to join our IT team, based in A&O Shearman's Houston Office.


Information Technology team - Houston

The core of the global technology departments mission is to provide stable, reliable, and secure platforms and services to our partners, staff and clients and fulfil our regulatory obligations across 30+ countries. To ensure that a consistent and standardised IT service is delivered to all offices, IT is managed and led as a global function, enabling all offices to benefit from complete systems integration and economies of scale. We have around 400 technologists based predominantly in the UK, Singapore and increasingly in the US.

Technology Services

Deliver performant, available and consistent technology services by operating the firms core systems and providing world-class support across all regions and offices to enable frictionless user experiences.

What you will do

The role as Deskside support requires flexibility, dedication and a passion for all things IT.

Deskside support will provide hardware, software and network support to all Firm users. Deskside support will maintain, configure install and move computer hardware and peripherals and provide support for all the Firms core applications as well as specialized local applications. Deskside support will aid as required with audio visual requirements. Deskside support will provide onsite hands and eyes for engineering teams when troubleshooting technology issues and implementing projects.

Key Responsibilities;

Ticketing System

• Respond to support requests through the Firms ITSM tool or via management requests.

• Log tickets in the ITSM tool for all direct requests for support

• Action, monitor and maintain ticket resolution within the Firms defined SLAs

• Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and call resolution

Technology Support

• Move, configure, install and set up computer equipment and peripherals in line with Firm standards, processes and procedures

• Evaluate and diagnose hardware failures and collaborate with engineering resources or vendors to resolution as required

• Provide user support for mobile devices such as iPhones or iPads using the Firms management tools in line with Firm processes and procedures

• Track and maintain accurate equipment inventory of technology equipment

• Carry out agreed operational and specified maintenance procedures of a routine nature

• Provide software support for all Firm Core Applications as well as regionally specific applications

• Provide on the ground support for global and regional projects in conjunction with the PMO and the local requirements

• Provide Audio Visual support in the client space and meeting rooms as required

• Provide onsite support for physical installations and patching of networking equipment in the IDF/MDF closets

• Maintain UpToDate knowledge on technologies and software

Customer Relationship Management

• Engage frequently with customers to educate and advise on their technological requirements

• Offer solutions to technical and non-technical problems

• Appropriate escalation of incidents and requests to the Senior IT Analyst/Senior IT Manager in line with A&O Shearmans processes

Senior Oversight

• Provide ongoing mentorship to IT Analysts

• Provide onsite support as required for unmanned offices

• Provide Trial Support both offsite and onsite as required

What you will have

Qualifications

• Associates degree in computer science or related field preferred

Education & Experience

• 35 years of experience delivering technology support in a corporate environment

• Prior experience in a customer service environment

Skills

• Experience installing, configuring and troubleshooting technology software and hardware

• Experience troubleshooting, fixing and/or using core technology applications including but not limited to Operating systems, Active Directory, Intune, Microsoft Suite, DMS, Ticketing systems

• Experience supporting Audio Visual systems and Video conferencing

Key Competencies

• Adaptability able to learn new technologies in an ever-changing landscape.

• Collaboration works effectively with other IT colleagues, business stakeholders and departments.

• Patience willingness to explain things.

• Customer service passion for helping others.

• Organization able to manage multiple training initiatives simultaneously.

Working Conditions

• Onsite role with 5 days a week presence in the local office

• Occasional travel may be required for project support within the Americas.

Equal employment opportunity, including Veterans and Disability

A&O Shearman is an equal opportunity employer, including Veterans and Disability. Every individual has the right to work in a professional environment that promotes equal opportunity and prohibits discrimination and harassment. This policy applies to all aspects of an individuals relationship with A&O Shearman, including, without limitation, recruitment, hiring, training and development, promotion, compensation, discipline, termination, and all other terms and conditions of employment.

If you are vision-impaired or have another disability under the Americans with Disabilities Act or similar law and wish to discuss accommodations related to applying for employment at A&O Shearman, please contact US HR Transactions at US-HRTransactions@aoshearman.com or call +1 212 610 6300 and ask for HR Transactions. This role is open in our Houston office. The actual base salary offered will depend on the overall qualifications of the individual applicant for the position and other job-related factors permitted by law. We offer a competitive compensation and benefits package which includes a discretionary bonus, paid leave, life, health, accident, and disability insurance; and a 401(k) plan. This role is open to our Houston office. For Houston, the estimated annualized base salary range for this position is $84,000 - $100,000. The actual base salary offered will depend on the overall qualifications of the individual applicant for the position and other job-related factors permitted by law. We offer a competitive compensation and benefits package which includes a discretionary bonus, paid leave, life, health, accident, and disability insurance; and a 401(k) plan.