Global Technology Support Specialist

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.  

The Global Technology Support Specialist is an integral part of Latham’s Technology & Information Services team and will be responsible for working in the Global Technology Support Center (GTSC) which operates 24 hours a day, 7 days a week, while responding to GTSC voice calls, email messages, and chats for the purpose of assisting customers with questions and problems with their technology support requirements. This role will be located in our Global Services Office in downtown Los Angeles. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence. Please note that the hours for this role are 7:00 am - 3:00 pm PT, Monday through Friday.

Other key responsibilities include:

• Utilizing the IT Service Management System (ITSM) to create, document, update, and resolve tickets
• Escalating fully documented tickets to the GTSC escalation group, based on the unresolved request
• Responding to queries and support tickets received by the GTSC, assigned from other offices, or from within the department
• Providing assistance by showing customers how to perform tasks in the easiest and most efficient manner using the tools of the application and troubleshooting issues by analyzing the behavior of the program and consulting the available knowledge bases, as well as consulting with peers and colleagues within the Technology Department
• Providing Request Fulfilment Support working within the Request Fulfilment queue and in accordance with established service level agreement (SLA) targets
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains 
  
  

We’d love to hear from you if you:

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

And have:

• A high school diploma or an equivalent; a bachelor’s degree or an equivalent in Computer Science or Information Systems, preferably
• A minimum of one (1) year of technology support related experience
• A minimum of one (1) year of call center or service desk experience, preferably

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Healthcare, life and disability insurance
• A generous 401k 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 (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional Development programs
• Employee discounts
• And more!

Additionally, we have a range of diversity programming including Global Affinity Groups. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is committed to diversity, equal opportunity, sustainability, and pro bono legal services. We draw from a remarkable wealth of talent to create one of the world's leading law firms, and advance these commitments through the work of our Global Citizenship department. Our lawyers, paralegals, and professional staff worldwide comprise a rich mixture of different races, ethnic backgrounds, religions, sexual orientations, cultures, and primary languages. Our diversity makes us who we are.

Latham & Watkins LLP will consider qualified applicants with criminal histories in a manner consistent with the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO)​.  Please click the link below to review the Ordinance.

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