Senior Office Technology Specialist in London

The Technology Office Operations team are seeking a Senior Office Technology Specialist.

Position Summary: The Technology Department at Cooley is seeking a highly qualified Senior Office Technology Specialist to assume three key areas of responsibility: providing advanced Audio-Visual (AV) support for all office client meeting rooms, upholding exemplary client service standards through effective daily management of the Tech Bar, and delivering comprehensive technology support to ensure seamless office operations.

The Specialist ensures that lawyers, support staff, and clients receive efficient and seamless technology experiences, reflecting the firm’s dedication to excellence. This role reports directly to the Senior Office Technology Manager for Europe and works in close partnership with the broader Operations Technology Specialist (OTS) team to deliver outstanding technology services.

The Specialist collaborates extensively with global technical teams and the service desk to troubleshoot and maintain firm’s systems. Additional technical tasks may be assigned as needed to ensure optimal technology performance across the office.

Position Responsibilities:

• Operate and manage the Tech Bar as a walk-in support centre for end-users, providing high-quality, professional assistance to lawyers, clients, and business support staff.
• Provide best in class IT and AV support in client meeting rooms to ensure uninterrupted service for lawyers and their clients.
• Provide hands-on troubleshooting for laptops, mobile devices, printers, monitors, peripherals and firm applications.
• Set up, monitor, and troubleshoot AV systems for client meetings, presentations, and video conferences.
• Coordinate with internal teams and external vendors to ensure AV equipment is functioning optimally.
• Provide set-up and technical support for off-site/remote client meetings, trials or conferences
• Use of ticketing system to track all customer reports of hardware, software, telephone, mobile device and peripheral issues.
• Provide office deskside technical assistance, including computer setup and breakdown, office moves, troubleshooting of printer, scanner, mobile devices and other technology equipment support as needed.
• Install and configure replacement desktop, laptop, and associated equipment in accordance with firm defined installation processes or guidelines.
• Collaborating with other business professional teams on routine activities such as onboarding, desk moves, event support, visitor assistance, and client support.
• Assist HR and Facilities with ergonomic equipment setups following DSE workstation assessments.
• Actively participate in pilot groups and perform quality assurance of computer system builds, program deployment and updates, and provide relevant, factual, accurate feedback.
• Operate procurement process, including engagement with suppliers, creating purchase orders, coordinating and communicating re: equipment delivery and invoicing.
• Enter data into and manage & maintain asset/inventory databases including in-office stock, to track information pertaining to hardware.
• Operate disposal process for equipment being decommissioned, including, but not limited to, asset database updates, device data clearance, and liaising with external firms regarding recycling and/or disposals.
• Track Change Forms relating to new hires, departures, support and name changes.
• Coordinate the provisioning of equipment and facilitate onboarding training for new hires.
• Conduct training sessions for staff as needed on the firm’s hardware and application usage.
• Familiar with software applications used at Cooley and prepares documents, statistical charts, graphs and spreadsheets, and can analyse and report on data, to a good level of quality and in a timely manner, as needed.
• Maintaining and updating accurate documentation, knowledge articles and diagrams.
• All other duties as assigned or required.

Skills & Experience:

Required:

• Minimum five years of experience in IT support, with a focus on AV systems and end-user technology.
• Educated at degree level or equivalent.
• Candidates are required to possess comprehensive knowledge of Windows operating systems, including but not limited to Windows 11, as well as demonstrate strong proficiency with the Microsoft Office suite (version 2016 or later).
• Expertise in diagnosing and repairing laptop and desktop hardware (Windows/macOS), configuring peripherals such as printers, monitors, and docking stations, and providing support for mobile devices (iOS/Android) with mobile device management (MDM) is essential.

• Proficient in legal software applications, including document management systems and time recording platforms.
• Expertise in managing and troubleshooting AV systems, including Zoom Rooms, Crestron, and Poly platforms. Proficient with microphones, cameras, projectors, and video conferencing equipment.
• Strong understanding of audio mixing, echo cancellation, and effective troubleshooting of audiovisual issues.
• Experience with DSPs and control systems (Q-SYS, Crestron, AMX)
• Possesses in-depth expertise with Zoom Meetings and Webinars, including managing breakout rooms, live streaming, and handling webinar registration processes.
• Expertise in running and supporting virtual and hybrid events (town halls, client webinars, internal meetings).
• Good understanding of network connectivity (bandwidth, firewalls, VPNs).
• Ability to diagnose connectivity issues and liaise with IT teams.
• Availability to work overtime and in alternative offices as required.

Preferred:

• Prior experience working in a law firm or professional services industry.
• Zoom Certified Integrator or Zoom Rooms Certification.
• Q-SYS Level 1/2.
• Crestron Tech/Programming Certifications.

Competencies:

• Exceptional customer service skills with a professional, client-service orientation and demeanour.
• Excellent communication skills: Ability to explain technical issues and solutions in plain language to non-technical users.
• Provides calm, professional live meeting room support while effectively managing multiple tasks and shifting priorities under pressure to meet strict deadlines.

• Must have exceptional attention to detail and accuracy in all aspects of the role, including written and oral communications and presentation skills, data entry, equipment ordering & disposal, and stock management.
• Must have good analytic skills and effective presentation skills to enable effective customer support and collaboration with the Technology teams and department.
• Ability to work well with others including technicians to maintain efficient systems operations.
• Ability to complete work in a timely manner with excellent attention to detail and follow-through.
• Excellent organisational and time management skills.
• Excellent decision-making and problem-solving skills with a proven ability to work in a diverse organisation.
• Ability to embrace organisational change and champion as needed.

Cooley offers an excellent benefits package and competitive compensation including:

• 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.

Equal Opportunity Statement

We strive to create an inclusive and rewarding environment that allows our people to thrive both professionally and personally. 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.