Senior Technician: Technical Support

Overview

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, 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 Charlotte office, as a Senior Technician:
Technical Support.

The Senior Technician:
Technical Support provides office-based technology setup and support, troubleshooting custom applications, systems, and hardware issues. They serve as a project resource and collaborate with peers, to deliver seamless, innovative technology services aligned with the Firm's strategic goals. This role also champions the adoption of new technologies—including AI—by optimizing workflows and supporting change management initiatives.

Essential Functions

• Forward-Thinking Responsibilities:
  • Proactively collaborate with internal and external clients to understand evolving technology needs and deliver tailored solutions
  • Lead initiatives to streamline and optimize business workflows through the adoption of new technologies, including automation and AI-driven tools
  • Develop and maintain a strong working relationship with AI tools (e.g., Copilot, ChatGPT) to enhance business processes
  • Provide guidance and support to lawyers and business professionals adopting new systems and workflows, ensuring smooth transitions and high user engagement
  • Stay ahead of emerging technology trends, recommending and piloting innovative solutions that drive competitive advantage
• Responsibilities:
  • Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation, and resolution
  • Update and manage all escalated tickets in accordance with local, regional, and global standards and processes using Service Now cloud platform
  • Collaborate with the team to manage all local hardware assets and assist with hardware upgrades and tracking using Service Now cloud platform
  • Repair and maintain all Firm-supported laptops, desktops, printers, and video equipment in accordance with firm standards
  • Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)
  • Provide in-room support and troubleshooting for audio visual/video conferences, meetings, and events utilizing video conferencing platforms and systems from Cisco, Webex, Zoom, Microsoft Teams, and other virtual platforms
  • Provide programming and move/add/change support for office phones (where applicable)
  • Under general supervision, monitor, document, and update existing network systems and local server hardware and assist in implementation of updates and problem resolution
  • Successfully meet timelines and/or budgets for assigned projects
  • Participate as required in moving users to other offices or floors
  • Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
  • Collaborate effectively with team members to achieve departmental objectives and support cross-functional initiatives
  • Represent the IT department with professionalism and a customer-focused approach, ensuring positive interactions with internal and external clients
  • Update and contribute to the Knowledge base to share expertise
  • Function as a technology resource to the Firm for industry trends, technology implementations…