Description:
Vedder's London office is seeking a Technology Support Specialist. The Technology Support Specialist is responsible for delivering comprehensive technical support for all Vedder Price software, hardware, and technology platforms. This role provides assistance to firm employees through phone, email, remote, and deskside support, ensuring timely resolution of issues and a high level of customer service.
As a Technology Support Specialist, your duties will include but not be limited to:
- Provide technical support to all Vedder Price employees and/or clients via phone, email, in person, and deskside assistance.
- Deliver hands-on hardware support, including setup, installation, imaging, troubleshooting, and repair of desktops, laptops, printers, docking stations, mobile devices, and other peripherals.
- Log all service requests in the ticketing system and maintain total contact ownership for each ticket, following department escalation procedures when necessary.
- Prioritize and manage incoming calls, tickets, and workflow to ensure timely resolution of issues.
- Diagnose and resolve technical issues related to hardware, software, and telephony systems. Research unresolved problems using available resources and escalate when appropriate.
- Serve as Subject Matter Expert (SME) in assigned areas, collaborating with engineers and vendors to resolve complex issues.
- Identify and report recurring issues or potential technology trends to management for proactive resolution.
- Maintain expert-level knowledge of all applications, systems, and technology platforms used at Vedder Price.
- Provide coverage for holiday, evening, and weekend Technology Support Center (TSC) support as needed.
- Consistently meet performance expectations with minimal unplanned absence.
Skills & Competencies:
- Strong ability to troubleshoot and resolve complex technical and hardware issues, including deskside support scenarios.
- Excellent interpersonal skills to communicate effectively with Technology team members and end users.
- Ability to actively listen, analyze situations, and provide clear solutions.
- Positive customer service mindset with the ability to build rapport and maintain professionalism under pressure.
- Effective written and verbal communication skills, with the ability to document solutions clearly and concisely.
- Strong organizational and time management skills, including the ability to prioritize, multitask, and work independently on multiple issues simultaneously.
- Capability to schedule, coordinate, and complete tasks in a results-oriented environment.
- Team player with a collaborative approach to problem-solving.
Qualifications & Required Experience:
- Bachelor’s degree in Computer Science, Information Management, or a related field (or equivalent work experience).
- 1–3+ years of IT support experience; deskside and hardware troubleshooting strongly preferred.
- Experience supporting technology in a law firm or professional services environment preferred.
- Must be able to work Monday through Thursday in the office, with the opportunity to work remotely on Friday.
- Ability to work under pressure and meet strict deadlines.
- Commitment to maintaining high levels of service and responsiveness.