Firm Summary
White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.
With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world's key financial markets and our strengths in handling complex cross-border work.
It's not just about our global network of offices and shared services centers; it's the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It's one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.
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Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.
Position Summary
The Audio Visual Specialist is a member of the Technology Support team of the Technology Department. The Specialist reports to the Senior Manager of Audio Visual Services. The primary responsibilities of the Audio Visual Specialist include:
1. Work closely with the team to set up and support meetings, events and other multi-media activities in the office and virtually.
2. Serve as an expert of meeting and collaboration tools-including Webex, Jabber, content sharing, digital recording, WebRTC, and Cisco scheduling.
3. Set up conference room technology for scheduled and ad hoc audio and video meetings.
4. Answer technical questions to meeting organizers, set up and distribute links (Webex, Zoom, etc.) for upcoming virtual meetings, support rehearsals and meetings in the office and virtually.
5. Show and guide Firm members and clients how to use Firm meeting tools such as Webex, audio conferencing, Cisco Jabber, content sharing, and alike.
6. Assist the AV lead and the team in scheduling and assigning team resources to meeting support requests, as needed.
7. Provide on-call support when required.
8. Help perform system quality checks to promptly correct audio visual technical issues before meetings and Firm events. Support Firm events by setting up, maintaining and/or removing AV equipment.
9. Monitor and follow up support requests submitted to the AV team via email, Jabber and ServiceNow.
10. Help troubleshoot, repair or escalate issues related to our integrated AV systems.
11. Use RRS and TMS systems, and other Firm systems, to ensure AV requests, reports, follow ups and activities are timely maintained and recorded.
As a member of the Technology Support team, the Audio Visual Specialist will collaborate with colleagues on technical support, including:
12. Supporting hardware, software, mobile devices and other peripherals.
13. Monitor the call queue from our internal ticketing system (Service Desk) and record, track and close service incidents promptly.
14. Take ownership of technical problems and resolve the issue.
15. Assist the team with technology equipment moves to support internal office relocations.
16. Work closely with team colleagues to keep them informed of technical issues, follow-ups, escalations and resolutions.
The Audio Visual Specialist is to be client-service driven and able to professionally communicate, engage, follow up and collaborate with Technology managers and colleagues, lawyers and other business services teams. The individual is to cultivate positive and collaborate relationships with the team, the Firm and clients.
Our Functional Area
Technology at White & Case plays a key role in enabling our lawyers in practicing law around the world.
Our team comprises three functions: Business Services - who maintains, develops and supports our enterprise systems, Operations - who designs, builds and supports our communications and data center operations, and Technology Support - who provides desktop, audio visual and training support. Together we support our lawyers with leading edge technology and systems to deliver elite legal and best-in-class client service.
Globally-minded and diverse, our team covers a range of technical disciplines and business skill sets. This encompasses business analysts, data architects, application developers and engineering staff covering a range of technologies that include virtualization, cloud, networking, storage, collaboration services and security. We deploy the latest technology and hardware within our state-of-the-art offices. Our technical support staff support and train our people on the latest hardware and operating systems, remote working capabilities and mobile devices. Our Shared Services centers deliver Service Desk and Operations functions that support our colleagues and monitor Firm systems 24 x 7.
Working closely with our business services colleagues to support the Firm's Finance, Human Resources, Marketing, and Knowledge systems, the Technology Department is at the heart of the Firm's global operations.
Technical Qualifications
- Knowledge and experience with meeting tools such as Webex, Jabber, content sharing and digital recording (or their equivalent). Knowledge and experience with WebRTC, Cisco scheduling and bridging, and TMS and room reservation systems, are preferred.
- Experience working with and handling audio visual equipment.
- Knowledge and experience with Control Systems, DSPs, Audio Distribution, Touch Panels and Virtual TPs, Cisco Codecs & Infrastructure AV equipment.
- ITIL Foundation certification or practical experience of ITIL is desirable.
- Knowledge of the following would be advantageous:
- Hands-on experience in desk side troubleshooting
- Application support experience with Microsoft Office 2017 and Windows 7, Citrix, Cisco AnyConnect, BlackBerry Work, iManage and SharePoint.
- Exposure and/or experience with database applications.
Personal Qualifications
- 2+ years in a similar role.
- Team player who is ambitious and motivated.
- Excellent interpersonal skills and patience working with others.
- Must be able to multitask and work in a fast-paced environment.
- Must have exceptional skills in communications, customer service, problem-solving/trouble-shooting, follow-up and organization.
- Strives to exceed the expectations and needs of internal and external clients.
- Makes personal contact, follow ups and closes loops promptly.
- Excellent verbal and written skills.
- Ability to lift or move equipment, if needed.
- College degree or relative work experience.
Location
- This is an 100% on-site role based in our Washington DC office.
- This role reports to the T echnology Support Supervisor - Washington DC .