Specialist, Technology Support

The Advisor, Tech Support provides essential services and supports the team in making informed decisions and providing quick resolutions on Tech Support matters. This role engages in fact-finding exercises and analysis, applying judgement based on information gathered from multiple sources to enable their team to operate and respond effectively to technical inquiries. The incumbent primarily impacts the team's effectiveness by maintaining high standards of technical work, coordinating the smooth resolution of IT issues to maximise functional performance on a day-to-day basis.

Key responsibilities for this role include:

• Provides 2nd line of support services to team members, end users and other stakeholders on typical Tech Support queries and issues

• Conducts research and analysis on Tech Support matters using data, gathering information from relevant sources, maintaining documentation and applying best judgement to resolve IT issues quickly and effectively

• Responds promptly to technical inquiries, ensuring accurate recording and efficient resolution, escalating complex issues to senior colleagues and team leaders as necessary

• Helps the team to maintain system efficiency and security by troubleshooting and problem-solving system issues

• Supports the Senior Advisor or Manager with providing training and support to users to ensure proper use of technology services and software

• Collaborates closely with wider teams across the firm to gather key information, contributing to the achievement of team objectives to ensure a holistic approach to technological support

• Maintains accurate records of tech issues, actions taken, and outcomes within the system to support continuous improvements in service delivery

• Maintains up-to-date knowledge of Tech Support best practices and trends, sharing insights and recommendations with the team as appropriate

• May coordinate the work of junior team members and more administrative roles

• Roles at this level may serve as a supervisor or informal resource

• Ability to make judgments based on knowledge gained through previous experience

• Ability to work fairly independently, escalating complex issues for guidance and support

• Comprehensive understanding of the range of processes, procedures and systems within own discipline

• Effective analytical and problem - solving skills, with the ability to gather and evaluate information from multiple sources

• Effective communication and interpersonal skills, with the ability to coordinate work, provide guidance within the team, and collaborate with cross - functional teams

• Bachelors degree or equivalent experience; likely working towards relevant professional certification/qualification where appropriate to the discipline

D.C. Pay Range: $73,600 - $110,400

This role reports to

Equal Opportunities

White & Case is an Equal Employment Opportunity (EEO) employer and is committed to creating a fair workplace. It is our Firm's policy to recruit, employ, train, compensate and promote without regard to race, color, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.

Applicants who are interested in applying for a position and require an accommodation during the process should contact talent.acquisition@whitecase.com.

Benefits at White & Case

White & Case LLP offers a comprehensive suite of benefit programs to all eligible employees, including medical, dental, and vision insurance, life and disability coverage, 401(k) retirement savings, vacation time, and leave programs (including parental leave). Exempt roles are also performance bonus eligible.

The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

Note to Recruitment Agencies

Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business-specific to the relevant office-before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions. If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies.