Technology Support Specialist

Technology Services team is integral to maintaining the Firm’s overall technology, mobile and desktop devices, and core infrastructure to ensure reliable, secure and efficient operations. Technology Services is a single global operation with representation in each of the Firm’s offices. Additionally, we have shared service centers in Tampa and Manila, supporting a wide range of technologies and operations. In addition to overseeing critical enterprise systems and providing world-class client service to our global user community, we are committed to achieving a balance between new and innovative technologies while constantly ensuring data security and compliance with legal and regulatory standards, resulting in realizing value from the latest developments in technology, such as generative artificial intelligence and cloud computing models, while safeguarding sensitive client information against cyber threats and other business interruption events. Technology Services plays a significant role in supporting the Firm’s systems and people.

Senior Advisor, Technology Support (Madrid)

White & Case Technology Services is a global operation supporting a diverse user community across offices worldwide. We’re hiring a Senior Advisor, Technology Support in Madrid to deliver high-quality IT support and help improve the user experience in the office.

What you’ll do

•    Provide advanced end-user support across enterprise systems, laptops, mobile devices, Teams meetings and office connectivity (Wi Fi/VPN), ensuring timely resolution and excellent service delivery
•    Support meeting rooms, client-facing and internal events, including AV setup and operation (audio/video, microphones, hybrid meetings)
•    Provide IT support for office visitors and clients, ensuring smooth connectivity and access to meeting room technology
•    Collaborate with other office support functions (e.g. HR, Office Administration, Facilities) to ensure smooth and efficient day-to-day operations in the office
•    Own end-to-end onboarding and offboarding support: 
o    Ensure access and device readiness for new joiners from day one
o    Deliver introduction sessions to help new joiners get started with IT tools, and provide occasional ad-hoc guidance or short walkthroughs when needed
•    Participate in regional projects related to rollout of new systems, upgrades and office technology improvements
•    Partner with global Technology teams and shared services to resolve incidents
•    Contribute to device lifecycle activities (refresh, decommissioning) and maintain local equipment
•    Perform occasional hands-on infrastructure tasks, including basic network connectivity work (e.g. patching, patch panels, cabling), and support activities on request from global engineering teams

The environment / tools you’ll work with

•    Enterprise systems and Microsoft 365 (Teams, Outlook, OneDrive)
•    DMS (iManage)
•    Active Directory, SCCM / Intune, DEP (Apple devices)
•    MFA solutions (Cisco Duo / Microsoft Authenticator)
•    IT service management tools (ServiceNow)

What we’re looking for

•    Strong troubleshooting skills across enterprise applications and end-user technologies
•    Experience supporting Microsoft 365 and enterprise environments
•    Proactive mindset with the ability to anticipate issues and take ownership through to resolution
•    Flexibility to adapt to changing priorities and support both planned and ad-hoc requests (user support, events, infrastructure tasks, projects)
•    Ability to explain technical concepts to non-technical users in a clear and practical way
•    Ability to work effectively both independently and as part of a team in a global environment
•    Customer-focused mindset and strong communication skills
•    Fluent Spanish and English (B2+)
•    Bachelor’s degree or equivalent experience supported by relevant professional certification or qualification
•    Experience working with ServiceNow or similar ITSM tools is a plus

Reporting line

•    This role reports to the IT Support Manager (on-site in Madrid)

This role reports to

Associate Director, Technology Support

Equal Opportunities

White & Case is committed to creating a fair workplace. It is our Firm’s policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.
 
If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you.

The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

Note to Recruitment Agencies

Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business—specific to the relevant office—before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions. If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies.