Global Technology Support Specialist

About Latham & Watkins

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.

About the Role

The Global Technology Support Specialist is an integral part of Latham’s Technology & Information Services team. This role 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 purposes of assisting customers with questions and problems with their technology support requirements. This role will be located in our Global Services Office located 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 8 : 00 am - 4 : 00 pm PT, Monday through Friday.

Responsibilities & Qualifications

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 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 :

And have :

Benefits & Additional Information

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 :

Latham & Watkins is an equal opportunity employer. The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), color, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.

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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Pay Range

USD $65,000.00 - USD $75,000.00 / Yr.