Technology Support Analyst

Hong Kong

Job Summary

We are seeking a Technology Support Analyst to join our Hong Kong Office. This position will provide technology support to the local office for areas including software, hardware, infrastructure, network services, mobile and remote services, audio visual, telephony and security systems.  Provides a high level of customer service, accurate reporting and team work with other local technology staff as well as the Firm's central resources in White Plains.  Works under the direction of Senior Technology Support Analyst, Technology Support Supervisor and Technology Manager.

  • Responds to local and central telephone helpline, support tickets and e-mail, assesses problems and offers assistance, logs all calls into the Firm's call logging systems and resolves or escalates as appropriate.
  • Provides application support for both local installations and Citrix-based applications.
  • Assembles, installs, configures, tests, images, troubleshoots and repairs hardware and peripherals, including but not exclusive to computers, printers, scanners, mobile phones and Wi-Fi capable devices, audio visual equipment and software, reprographic and cost recovery network interfaces, security network interfaces and other equipment and applications as required.
  • Provides assistance and advice on technology allowance purchases for attorneys.
  • Provides support, troubleshooting and repair for laptops and desktops.
  • Assists with remote site access.
  • Assists with Firm's audio visual set up requirements.
  • Assists with off site technology set ups as required.
  • Maintains data room components, data closets and troubleshoots networking issues in conjunction with the Technology Manager/Supervisor.
  • Supports all personnel adds, moves and changes.
  • Services, documents and provides loaner equipment in accordance with Firm policies.
  • Maintains accurate inventory records.
  • Establishes and maintains effective working relationships with clients, attorneys and staff.
  • Ensures the security of the Firms systems by understanding the risks and ensuring best practices are followed
  • Helps to maintain Firm policies and procedures in relation to computer technology.
  • Provides basic induction training on technology systems, mobile device usage and basic software usage.
  • Provides software training based upon modules created by the global training department
  • Maintains a regular and reliable onsite presence.
  • Provides a consistent and high level of customer service.
  • Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others.
  • Performs frequent physical exertion including: walking, pushing, pulling, repetitive use of both hands, lifting or carrying up to 10 pounds frequently and up to 50 pounds on an occasional basis.
  • Manages Firm resources responsibly.
  • Complies with and understands Firm operation, policies and procedures.
  • Performs other related duties as assigned.

Qualifications

  • Through working knowledge of Microsoft Office Suite, Citrix, PC and Mac Environments, eDocs DM, Blackberry and other mobile devices, DTE, Litera ChangePro, General Desktop Environments, Operating Systems- Windows and Mac
  • Ability to apply logic, reasoning, analysis and interpretation skills to resolve problems
  • Ability to maintain continuous concentration, alertness and attention to detail
  • Basic understanding of hardware and software used for building security systems
  • Knowledge of relevant firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems
  • Demonstrates effective interpersonal and communication skills, both verbally and in writing
  • Ability to handle multiple projects and shifting priorities
  • Ability to handle sensitive matters and maintain confidentiality
  • Ability to organize and prioritize work
  • Ability to work well in a demanding and fast-paced environment
  • Ability to work well independently as well as effectively within a team
  • Flexibility to travel
  • Strong customer service skills
  • Flexibility to adjust hours and work the hours necessary to meet operating and business needs

Experience/Education

  • High School Diploma or equivalent
  • Minimum of two years of specialized technical training and three years of previous related work experience or an equivalent combination of education and experience; and knowledge of current technology applications, hardware and software
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