Senior Technician: Information Technology

Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.We are a collegial and collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our Singapore office, as a Senior Technician: Information Technology.ResponsibilitiesThe IT Technical Services team delivers first and second line support for approved services and systems across Asia, providing global phone-based remote assistance and on-site support for the Singapore office.The team focuses on resolving incidents at first contact wherever possible, escalating when necessary, managing and progressing service requests, and contributing to the successful deployment and upgrade of IT services in alignment with the Firm’s broader technology strategy.The Senior Technician, reporting to the Manager: IT Services (Asia), provides office-based technology setup and support in accordance with established standard operating procedures, including troubleshooting and resolving issues related to custom applications, systems, and hardware.Working largely independently, the Senior Technician delivers high-quality first and second line incident, problem, and request management in accordance with documented processes; drives timely resolution of Service Desk tickets while managing customer expectations, communicates proactively about issues that may affect business operations (e.g., outages) and serves as a project resource when directed. The role collaborates closely with local, regional, and global peers to ensure seamless delivery of technology services, provides operational support for the video conferencing network and peripherals locally and in partnership with other offices, including platforms and systems from Cisco, Webex, Zoom, and Microsoft Teams, all in alignment with the Firm’s strategic technology goals and initiatives. Be service and user-oriented - communicate effectively with our users. Be friendly and patient and motivated to develop a rapport with users over the phone and in person. Skilled and resourceful - attempt to resolve incidents and requests at the first point of contact. Update tickets in accordance with local, regional and global standards and processes. Work responsibly under minimal supervision and be available. Configure and troubleshoot laptops, desktop PCs, and peripheral equipment. Work and collaborate as part of a larger team of Customer Service analysts based in the Hong Kong & Singapore offices and with our global Customer Services team based in America, Europe & South America. As a team maintain an asset inventory of laptops, desktops, smartphones and peripherals. Provide support for audio visual/video conference/webinar events and remote conference tools. Handle service activities related to new starters and leavers. Provide support to other IT teams by testing new software packages and upgrades to existing applications. Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues. Effectively and proactively identify and communicate operations and business risks to IT and firm management. Adhere to all IT and user quality assurance policies and practices Adhere to all Firm and IT security policies and practices Other duties and projects as required to meet Firm goals and objectives including administrative duties. Occasional travel required to all other offices to assist with local IT support or projects. You will be part of a changing roster that works Monday to Friday, with overtime as needed. Shift 1: 08:30 -17:30 Shift 2: 09:30 -18:30 Flexibility is required in accordance with the needs of the business.Qualifications And Experience Qualifications / Person Specification Educated to degree level or equivalent, in a related field preferred. Professional Certification and/or experience (e.g. MCSDT qualification) required Knowledge of the ITIL environment and process essential A+ Certification preferred 3-5 years' experience as a service desk and or desktop support analyst in a professional services environment. Law firm experience is a bonus. Knowledge of the ITIL environment and processes essential. Knowledge of Win11 and all related problems with OS, error logs and troubleshooting Advanced usage of Microsoft Office products Good understanding of AD & Entra ID including Active Directory roles, Group Policy, Exchange, TCP/IP, DNS, DHCP, VPN as it relates to desktop support activities. Strong desktop PC, laptop, printer, iPhone and Android devices support and maintenance knowledge including imaging, parts replacement and configuring PCs to Firm standards for rollout to users. Knowledge of document management systems and e-filing processes is a bonus. Excellent oral and written communication skills in English. Chinese or Japanese is a bonus. Performance Traits Ability to thrive in a diverse team environment and support the Firm’s demanding needs, consistently performing under pressure and meeting deadlines amid shifting priorities. A self-starter with strong initiative, sound strategic thinking, and effective problem-solving skills, combined with excellent organizational abilities, meticulous attention to detail, and capacity to manage multiple projects. Exercises independent judgment with discretion and maintains strict confidentiality. Delivers exceptional customer service with a helpful, empathetic approach, anticipating needs and professionally handling difficult situations and clients with calm, tact and resilience. Adaptable and open-minded; willing to be constructive and solution-oriented, prepared to challenge the status quo to suggest improvements. Team-oriented – work well in a team with open channels of communication, encouraging continuous feedback with colleagues and open sharing of information. Knowledge of Win11 and all related problems with OS, error logs and troubleshooting