IT Digital Support Analyst

What are we looking for?

The IT Digital Support Analyst role will provide a full spectrum of audio/video, digital production and IT technical support. The role will serve as the face of the IT Team to the Firm as the primary support contact for a diverse population of end users up to and especially at the Partner level. Troubleshooting, diagnosing, and resolving of IT and A/V support issues are key responsibilities in this role.

We are currently seeking a Digital Support Analyst to join our IT Team. The role will support corporate collaboration systems, in-person A/V presentation spaces, and act as a coordinator/lead to guide external third-party A/V support for in-person events at our New Haven office and possibly other locations. Aside from handling and providing support for collaboration systems such as MS Teams and Zoom, the Digital Support Analyst will need some basic live event production skills with camera and lighting operation, video switching, webinar and podcast production and experience with in-room video conference systems. The role will also take on some general IT support for the team to help with mainstream technology support as needed.

The role is based in the New Haven office with occasional travel to the New York and Greenwich offices and occasional travel to our West Coast offices.

The ideal candidate should have experience in a law firm or similar professional services environment, together with excellent communication skills and the ability to work under pressure while being approachable and inspiring confidence. They should have experience in an ITIL-based support environment, A/V or video production, and have the ability to analyse and resolve problems methodically and logically.

Areas of focus and responsibilities

• Configure and support in-room video conferencing systems.
• Respond to support requests for assistance with A/V systems.
• Provide day to day organization and execution of in-person and virtual events for Withers Bergman personnel, including communicating with clients, third-party vendors, and partners.
• Configure and support webcast/webinar and/or podcast events; monitoring and supporting multiple webinars running simultaneously.
• Responsible for communication with event organizers to capture meaningful technical details.
• Work in collaboration with Service Delivery, Infrastructure and Application services to provide support for A/V and Video Conference technologies.
• Perform proactive meeting room technology reviews and preventative maintenance as required to ensure accurate implementation and operational support.
• Ensure that relevant help documentation is available.
• Ensure the presentation and safety of the room technology is maintained.
• Communicate housekeeping and technical issues outside of A/V technology to appropriate departments.
• Follow established policies, procedures, and technology standards to ensure system availability and security.
• Maintain and handle hardware policies for computer, peripherals, and presentation equipment.
• Daily room sweeps complete daily sweep inspections of all conference rooms and perform AV basic troubleshooting and document results for the team
• Occasional local travel, after hours, weekend meeting support, and other related tasks as required.

Skills, knowledge, qualifications and competencies

• College diploma or university degree, preferably in Telecommunication Technology and/or 3+ years of equivalent work experience.
• At least 3 years of professional experience troubleshooting integrated A/V systems, from small rooms to large conference/event spaces.
• Addressing/troubleshooting experience of Audio/Visual Conferencing systems.
• Familiarity with Crestron A/V technology.
• Experience supporting Zoom and Microsoft Teams.
• Experience supporting webcasts and webinars using Zoom Webinar, ON24 or other mainstream webinar solutions.
• Experience supporting podcasts creation and/or hosting solutions like Audacity or PodBean, Anchor or other audio editing, publishing, hosting solutions.
• Experience with Audio Communication Bridging services.
• Experience handling and implementing multi provider Cloud architecture including Microsoft Office 365.
• Hands-on hardware and software troubleshooting experience.
• Strong written and verbal communication and interpersonal skills.
• Able to present technical ideas in professional and user-friendly language.
• Experience with HD streaming software and protocols (H.323, SIP, RTMP) a plus
• Able to think out of the box, stay calm, and provide immediate solutions in fast paced environments with senior leadership visibility.
• Outstanding customer service skills including white glove executive support.
• Able to lift and transport moderately heavy objects/equipment, such as computers and peripherals.
• Experience with ServiceNow, TOPdesk and/or another ticketing system is a plus.

Personal qualities

• Empathises with customers, experienced in conflict resolution and inspires confidence that issues will be resolved
• Self-starter
• Excellent written and oral communication skills
• Effective prioritization skills
• Excellent analytical and problem solving skills
• Able to work under pressure
• Pays attention to detail

The essentials

• 8:30am to 5.00pm, including one hour lunch break. Flexibility is a must to accommodate projects and IT support operations

About Withers Bergman

Withers has been acting for successful individuals, families and institutions for over 100 years.  We advise clients on their business and personal legal needs both at home and abroad.  In this fast moving and increasingly regulated world the need for integrated and timely advice has never been more urgent.

We are recognised as the only dedicated international law firm for successful people, their families, their businesses and their philanthropic work.  With offices in Europe, Asia, the United States and the Caribbean we provide coverage that other law firms focussed on the individual cannot.   We continually look for opportunities to ensure we are based in the same locations as our clients and their wealth.  We have represented 42% of the Top-100 ‘Sunday Times Rich List’, as well as 20%of the top 100 people listed in the US (Forbes) and a significant number in the Asian (Hurun) Rich List.

Equal Opportunities Employment Statement

It is the policy of Withers Worldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of ethnic origin, religion, sex, age, sexual orientation or disability.

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