Global Technology Support Specialist

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.  

The Global Technology Support Specialist is an integral part of Latham’s Technology & Information Services team.  This role will be responsible for working in the Global Technology Support Center (GTSC) which operates 24 hours a day, 7 days a week, while responding to GTSC voice calls, email messages, and chats for purposes of assisting customers with questions and problems with their technology support requirements. This role will be located in our Manchester office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence. The working hours for this shift will be Monday - Friday, 9:00 am - 5:00 pm. 

Other key responsibilities include:

• Utilising the IT Service Management System (ITSM) to create, document, update, and resolve tickets
• Escalating fully documented tickets to the GTSC escalation group, based on the unresolved request
• Responding to queries and support tickets received by the GTSC, assigned from other offices, or from within the department
• Providing assistance by showing customers how to perform tasks in the easiest and most efficient manner using the tools of the application and troubleshooting issues by analysing the behaviour of the program and consulting the available knowledge bases, as well as consulting with peers and colleagues within the Technology Department
• Providing Request Fulfilment Support working within the Request Fulfilment queue and in accordance with established SLA targets

We’d love to hear from you if you:

• Exhibit knowledge and proficiency in software programs, including Windows 10 and Microsoft Office
• Demonstrate the ability to learn quickly and adapt to new customisations, new software, and changing procedures to meet the needs of the business
• Possess knowledge of document management systems, preferably iManage

And have:

• A high school diploma or equivalent
• A bachelor’s degree or equivalent in Computer Science or Information Systems, preferably
• Technology support related experience
• Call centre or service desk experience, preferably

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Health insurance as well as group income protection and life assurance
• A pension plan
• Wellness programs
• Employee discounts
• And more!

Additionally, we have a range of programming including Global Affinity Groups, which are open to all. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is an equal opportunity employer. The Firm prohibits discrimination against any employee or applicant for employment on the basis of race, colour, religion, sex, age, national origin, sexual orientation, gender identity, gender expression, marital status, or any other characteristic or condition protected by applicable statute. #EntryLevel #LI-EH1