IS Support Specialist

Based in Singapore, the IS Support Specialist is a second level support role with the primary responsibility of providing technical support to customers along with operational and administrative support for IS functions in the assigned Gibson office(s). The assigned person will actively participate in maintaining and improving the timeliness and quality of IS support provided to all customer constituencies within assigned office(s). This role is an on-site position.

Responsibilities include:

• Execute the effective and timely delivery of IS services, both hardware and software.
• Interact effectively with all customer constituencies, in person when at all possible.
• Deploy and maintain the operational availability of all related equipment, including PCs, printers, laptops, smartphones, data communication equipment, audio-visual systems and when directed by IS Operations, servers and network infrastructure.
• Perform effectively as a second level technical resource to resolve customer issues.
• Listen attentively to the problem/issue described by the customer and log all pertinent information into our call tracking program, ServiceNow.
• Contribute detailed solutions into the ServiceNow Knowledge Base.
• Promote effective utilization of firm provided software applications to customers.
• Responsible for keeping equipment inventory up to date at all times in the Asset Management System.
• Provide technical support and assistance outside of normal business hours as required.
• Must have strong organizational skills and be able to prioritize work efficiently, multi-tasking is a must.
• Maintain and adhere to Firm-wide and departmental policies, standards, operational guidelines, and administrative procedures relating to IS function.
• Participate as an active team member on assigned IS projects.
• Provide support, setup, installs, operates, tests and troubleshoots audio and visual equipment, collaboration technologies (Zoom/Cisco Rooms, Teams) including setting up equipment used to enhance live events (townhall meetings/webinars, etc.) such as laptops, projectors, screens and microphones.

Qualifications:

• Strong verbal, written, interpersonal and team skills
• Strong customer service skills
• Experience providing support in a Windows 11, MacOS and Ios environments
• Experience providing support on Microsoft Office products, Exchange online, SCCM, and Intune
• Experience providing IS support in a Legal or Professional Services environment
• Superior experience with computer hardware, printers, smartphones and audio-visual communications equipment
• Strong problem solver, with an ability to work well under pressure.
• Proven experience effectively resolving critical/major incidents, particularly those that have an impact on high level stakeholders (partners, senior and C-level management).
• Strong project planning, organizational and execution skills.
• Strong ability to build and maintain trusted relationships and effectively collaborate at all levels and across all disciplines.
• Ability to remain calm and reasoned under pressure.
• Ability to be flexible to meet varied and changing business requirements.
• Physically able to move equipment.

Experience:

• Bachelor’s degree in a related field is preferred or technical school training with equivalent experience is also considered.
• Experience in the legal industry is preferred.
• Minimum 5+ years of relevant experience.