Global Technology Support Specialist

2 weeks ago

Los Angeles, California, United States Latham & Watkins Full time
{"title": "Global Technology Support Specialist", "content": "About Latham & Watkins

Latham & Watkins is a leading global law firm that consistently ranks among the top firms in the world. Our success is driven by our commitment to hiring and developing the best talent, creating a team that delivers exceptional service to our clients. Our core values of respect, innovation, and collaboration guide our approach to business.

About the Role

The Global Technology Support Specialist is a critical member of our Technology & Information Services team, working in the Global Technology Support Center (GTSC). This 24/7 operation responds to customer inquiries and resolves technical issues related to technology support. The successful candidate will be based in our Global Services Office in downtown Los Angeles and may be eligible for a flexible working schedule.

Responsibilities & Qualifications
  • Utilize the IT Service Management System (ITSM) to create, document, update, and resolve tickets.
  • Elevate fully documented tickets to the GTSC escalation group, based on unresolved requests.
  • Respond to queries and support tickets received by the GTSC, assigned from other offices, or from within the department.
  • Provide assistance by guiding customers through tasks in the most efficient manner using application tools and troubleshooting issues by analyzing program behavior and consulting knowledge bases.
  • Support Request Fulfillment, working within the Request Fulfillment queue and adhering to established service level agreement (SLA) targets.
  • Protect and maintain sensitive, confidential, and proprietary information retained by Latham & Watkins.

We're looking for individuals who:

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

Requirements include:

  • A high school diploma or equivalent; a bachelor's degree or equivalent in Computer Science or Information Systems, preferably.
  • A minimum of one year of technology support-related experience.
  • A minimum of one year of call center or service desk experience, preferably.
Benefits & Additional Information

Successful candidates will receive a comprehensive total compensation package with bonuses awarded for individual and firm performance. Eligible employees can participate in Latham's benefit program, which includes:

  • Healthcare, life, and disability insurance.
  • A generous 401(k) plan.
  • At least 11 paid holidays per year and a PTO program that accrues 23 days during the first year of employment and grows with tenure.
  • Well-being programs, professional development opportunities, employee discounts, and more.

Latham & Watkins is committed to diversity, equal opportunity, sustainability, and pro bono legal services. We value a diverse and inclusive work environment and welcome applications from qualified candidates worldwide.", "lang_code": "en-US"}

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