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Multimedia Support Technician

2 months ago

New York, New York, United States White & Case Full time

Position Overview - Multimedia Support Technician

Company Overview

White & Case is a prestigious global law firm that provides legal services to top-tier corporations, financial institutions, and governmental entities across the globe. Our extensive experience as an international firm positions us to assist clients in navigating their most intricate legal challenges, regardless of location.

With a presence in over 40 locations worldwide, we have made significant investments in developing a comprehensive full-service practice that competes at the highest level. Our firm is recognized for its ability to manage complex cross-border matters and for our strong foothold in key financial markets.

Our global interconnectedness is a key asset, fostering collaboration across geographic and practice boundaries. This synergy enables us to attract a diverse talent pool and handle cross-border work effectively.

Our attorneys are globally aware, innovative, collaborative, and dedicated to excellence. Diversity is a fundamental value at our firm, recognized through numerous accolades and top rankings internationally. Our workforce represents 90 nationalities and speaks 80 languages.

Department Overview

The Technology Department at White & Case plays a crucial role in empowering our attorneys to practice law effectively on a global scale.

Our team is composed of three main functions: Business Services, which maintains and enhances our enterprise systems; Operations, which designs and supports our communication and data center operations; and Technology Support, which offers desktop, multimedia, and training assistance. Together, we provide our attorneys with cutting-edge technology and systems to deliver exceptional legal services and client support.

Our diverse and globally-minded team encompasses various technical disciplines and business skills, including business analysts, data architects, application developers, and engineering personnel, all proficient in a range of technologies such as virtualization, cloud computing, networking, storage, collaboration services, and security. We implement the latest technology and equipment within our state-of-the-art offices, ensuring our technical support staff are well-equipped to assist and train our personnel on the newest hardware and operating systems, as well as remote working capabilities and mobile devices.

Role Summary

The Multimedia Support Technician is an integral member of the Technology Support team within the Technology Department. Reporting to the Senior Manager of Technology Support and Business Engagement, the primary responsibilities include:

  • Collaborating with the team to set up and facilitate meetings, events, and other multimedia activities both in-office and virtually.
  • Acting as a subject matter expert on meeting and collaboration tools, including Webex, Jabber, content sharing, digital recording, WebRTC, and Cisco scheduling.
  • Configuring conference room technology for both scheduled and impromptu audio and video meetings.
  • Addressing technical inquiries from meeting organizers, setting up and distributing links for upcoming virtual meetings, and supporting rehearsals and meetings.
  • Guiding firm members and clients on the effective use of meeting tools such as Webex, audio conferencing, and Cisco Jabber.
  • Assisting the AV lead and team in managing and allocating resources for meeting support requests as necessary.
  • Providing on-call support as required.
  • Conducting system quality checks to promptly resolve audio-visual technical issues prior to meetings and events.
  • Supporting firm events by setting up, maintaining, and dismantling AV equipment.
  • Monitoring and following up on support requests submitted to the AV team through various channels.
  • Assisting in troubleshooting, repairing, or escalating issues related to integrated AV systems.
  • Utilizing RRS and TMS systems, along with other firm systems, to ensure timely maintenance and documentation of AV requests and activities.

As a member of the Technology Support team, the Multimedia Support Technician will also collaborate with colleagues on technical support as needed, including:

  • Providing support for hardware, software, mobile devices, and other peripherals.
  • Monitoring the call queue from our internal ticketing system and promptly recording, tracking, and closing service incidents.
  • Taking ownership of technical issues and ensuring resolution.
  • Assisting the team with technology equipment relocations to support internal office moves.
  • Keeping team members informed of technical issues, follow-ups, escalations, and resolutions.

The Multimedia Support Technician is expected to be client-service oriented, with the ability to communicate professionally, engage effectively, follow up diligently, and collaborate with technology managers, colleagues, attorneys, and other business service teams. Building positive and collaborative relationships with the team, the firm, and clients is essential.

Technical Qualifications

Required knowledge and experience include:

  • Proficiency with meeting tools such as Webex, Jabber, content sharing, and digital recording.
  • Familiarity with WebRTC, Cisco scheduling, and room reservation systems.
  • Experience in handling audio-visual equipment.
  • Knowledge of Control Systems, DSPs, Audio Distribution, Touch Panels, and Cisco Codecs.
  • ITIL Foundation certification or practical ITIL experience is preferred.

Personal Qualifications

Ideal candidates will possess:

  • A minimum of 2 years in a similar role.
  • A collaborative and motivated team player attitude.
  • Excellent interpersonal skills and patience when working with others.
  • The ability to multitask and thrive in a fast-paced environment.
  • Exceptional communication, customer service, problem-solving, follow-up, and organizational skills.
  • A commitment to exceeding the expectations of internal and external clients.
  • Strong verbal and written communication abilities.
  • The physical capability to lift or move equipment as necessary.
  • A college degree or relevant work experience.

This position is based in our New York office.

The firm reserves the right to modify and amend this job description at any time at its discretion. This description does not create a contract of employment or alter the at-will nature of employment.

The above is a general overview of the essential duties associated with this position and does not represent an exhaustive list of all responsibilities.