Office Technology Specialist

Cooley is seeking an Office Technology Specialist to join the London Technology Office Operations department. Cooley Information Services (IS) embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward.

Position Responsibilities

• Use ticketing system to track all customer reports of hardware, software, telephone, mobile device and peripheral issues.
• Provide on‑site technical assistance, including computer set‑up and breakdown, office moves, troubleshooting of printer, scanner, mobile devices and other technology equipment support as needed.
• Prepare equipment and operate quality assurance with regards to equipment preparation, following defined processes, e.g. for new starters, including those starting in groups as part of annual Legal Talent initiatives.
• Install and configure replacement desktop, laptop and associated equipment in accordance with firm‑defined installation processes or guidelines.
• Install, troubleshoot and maintain PC peripheral equipment such as printers, scanners and Cooley‑issued mobile devices (iPhones, iPads).
• Troubleshoot and coordinate repairs of hardware and software with vendors.
• Troubleshoot and resolve wireless connectivity for internal and external customers.
• Isolate customer problems with hardware and/or software and elevate to colleagues as necessary.
• Use User Experience Monitoring application to identify and treat system performance issues.
• Actively participate in pilot groups and perform quality assurance of computer system builds, program deployment and updates, and provide relevant, factual, accurate feedback.
• Enter data into and manage inventory databases including in‑office stock, to track information pertaining to hardware. Track all change forms relating to new hires, departures, support and name changes.
• Set up and regularly maintain conference‑room audio‑visual equipment.
• Provide meeting set‑up and support for video conferencing using web‑based conferencing systems, and on‑site technical support for off‑site/remote trials or conferences.
• Be familiar with Cooley software applications and prepare documents, statistical charts, graphs and spreadsheets as needed.
• Create, maintain and manage operational processes and planned maintenance tasks, including proactive/preventative activities.
• All other duties as assigned or required.

Skills & Experience

• Minimum of three years of applicable and relevant technical experience.
• Educated to ‘A’ level or equivalent.
• Proficient knowledge of Windows operating systems, including Windows 11, and working knowledge of MS Office Suite 2016 or higher.
• Availability to work overtime, flexible schedule and in alternative offices as required.

Preferred

• Basic networking architecture knowledge, including TCP/IP, DHCP and DNS.
• Prior experience working in a law firm or professional services industry.
• Experience working in an enterprise‑level environment delivering high quality, consistency and decisiveness.

Competencies

• Exceptional customer service skills with a professional, client‑service orientation and demeanor.
• Exceptional attention to detail and accuracy in all aspects of the role, including written communications.
• Good analytic skills and effective presentation skills to allow for effective customer support.
• Ability to work well with others, including technicians, to maintain efficient system operations.
• Ability to complete work in a timely manner with excellent attention to detail and follow‑through.
• Work well under pressure and tight timelines.
• Excellent communication, presentation and organizational skills.
• Excellent operational project delivery and decision‑making/problem‑solving skills.
• Ability to manage multiple tasks and shifting priorities.
• Embrace organisational change and champion where necessary.

Reporting

No direct reports.

General Sign‑Off

Specific duties for this position will be assigned; the requirements may vary from time to time, depending on the needs of the Firm.

Benefits

• Enhanced family leave
• Health and dental insurance
• Group income protection
• Life assurance
• Pension
• Fertility benefits
• Wellness programs
• Employee discounts including a fitness and nutrition allowance
• And more!

A comprehensive benefits brochure will be provided to all candidates during the interview process.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Administrative

Industry

Law Practice

Equal Opportunity Statement

We strive to create an inclusive and rewarding environment that allows our people to thrive both professionally and personally. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the Firm will be based on merit, qualifications and abilities. The Firm does not discriminate in employment opportunities or practices on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation. This policy governs all aspects of employment, including but not limited to, recruitment, selection, job assignment, compensation, discipline, promotion, termination, and access to benefits and training.

Cooley (UK) LLP is dedicated to making our recruitment practices and candidate interviews inclusive and accessible for everyone. If you have a medical condition, disability or are neurodivergent and require reasonable accommodations, adjustments or support during your interview process, please contact LNHR@cooley.com. We assure you all requests will be treated with sensitivity and strict confidentiality, and they will not affect your potential employment with Cooley (UK) LLP.