Job Description

What we will offer

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We will offer you a place where you can be yourself and where there are no limits on what you can achieve. With us, you can take ownership of your career and have honest conversations throughout. You would join an ambitious firm with a clear strategy for profitable growth where you can get early responsibility and early involvement in growing the business. Here you can expect a competitive and fair reward as well as recognition based on all round performance. This forms part of our internal promise to you, The Deal, between the firm and its employees.

Team Structure

It\xe2\x80\x99s an exciting time at Stephenson Harwood Middle East LLP as we continue on our impressive growth trajectory further enhancing our MIT, Litigation, Finance, Employment and Corporate practise groups. Now with 10 Partners and over 20 fee earners, the Middle East is a significant part of our international network. Our lawyers advise on high profile, multi-jurisdictional transactions with deep local roots; the result of many years\' experience in the local Middle East markets.

In 2018, we were recognised as leaders in our field across several of our practice areas by being awarded the i-Law Maritime Law Award at the Lloyd\'s List Awards, Banking, Finance and Restructuring Team of the Year at the Middle East Legal Awards and the Legal Education Law Firm of the Year at the Annual Legal Gala 2018.

As our I.T. Support colleague, not only you take care of all I.T. matters for the Singapore office, you will also be part of the Global I.T. team helping to resolve I.T issues across our global offices. You will be involved in firm-wide I.T. and infrastructure projects, working collaboratively with the teams in Europe and in Asia to improve our technical platforms and implement systems to help drive the firm forwards. From dealing with service desk calls, to liaising with third party vendors and providing training to new joiners the role is an essential part of our business services operation.

Main Responsibilities

• Provide a mixture of desk-based, remote and at-desk support as appropriate and in-line with operational needs
• Record all calls and actions taken on Service Desk
• Take ownership and responsibility for calls logged
• Use judgement to resolve minor issues or delegate more technical and/or complex tasks to team members or the Technical Team, as appropriate
• Highlight trends and flagging issues with the ITSE Team leader Asia
• Liaise with the rest of the support team and wider IT department to resolve and follow up on issues, escalating urgent/ difficult or large impacting calls to the Technical Team Lead in Hong Kong.
• Assist with ad hoc projects, as required
• Work effectively, efficiently, and respectfully alongside other IT support engineers to provide operational, and technical support for the Firm globally
• Provide regular updates on progress on the ticket notes and to the requestor
• Use suppliers as a source of escalation to resolve problems
• Create and maintain support documentation, providing any suggestions of improvements to the IT Training team with regards to the user guidance material
• Identify and report to the Technical Team Leader patterns or trends of calls as a form of Problem Management

Attributes/Skills Required

• Previous experience as an IT support engineer ideally gained within a legal or professional services environment
• Experience of supporting and using Windows 10 and Office 2016
• Experience of supporting mobile devices using an MDM solution
• Experience of supporting legal applications such as Worksite, Aderant amongst others
• Experience of Virtual desktops and VPN technologies
• Experience of PC, laptop, printer, network troubleshooting
• Experience of using ServiceNow for IT ticket management.
• Experience of using Ivanti Endpoint Security and Microsoft Endpoint Manager \xe2\x80\x93 Intune and SCCM.
• Excellent knowledge of Microsoft Office packages, Microsoft Exchange & Active Directory
• FileSite /iManage Work 10 experience \xe2\x80\x93 client-side troubleshooting, how do I\xe2\x80\x99s, and awareness of import and exporting data
• AV set-ups
• Assist with IT equipment (i.e. PCs and telephones) for internal office moves as and when required
• Understanding of Windows 10 operating systems
• Proven ability to communicate confidently and deal with people at all levels
• Strong team-orientation with the ability to delegate tasks effectively
• Strong organisational skills and can work under pressure
• The ability to prioritise conflicting demands and meet deadlines
• Track record of testing applications and reporting bugs
• Good command of English
• Flexible, professional, and proactive
• Aptitude for problem-solving and documenting the solution
• Excellent interpersonal skills with the ability to develop and maintain good working relationships with both internal and external clients

This job description is indicative only and does not represent an exhaustive list of responsibilities. The firm reserves the right to alter or change the responsibilities at any time, in line with the firm\'s strategy and business needs.

We are an equal opportunity employer, committed to having a diverse workforce. We do not discriminate on the basis of age, sex, race, disability, sexual orientation, culture or any other protected characteristics. We aim to create a culture where everyone can be themselves and is valued for their strengths and unique perspectives.

About the Firm

With 8 offices worldwide and with our headquarters based in London, Stephenson Harwood is a law firm where our people are committed to achieving the goals of our clients - listed and private companies, institutions, and individuals across the globe. Our mix of expertise and culture results in a combination of deep local insight and the capability to provide a seamless international service.

Our experience encompasses corporate, commercial litigation and arbitration, employment, pensions and private wealth, finance, marine and international trade, and real estate and projects.

We assemble teams of bright thinkers to match our clients\' needs and give the right advice from the right person at the right time. Dedicating the highest calibre of legal talent to overcome the most complex issues, we deliver pragmatic, expert advice that is set squarely in the real world.

We understand the power of diversity in delivering that high calibre advice to our clients. We want to attract diverse talent and we particularly encourage applications from underrepresented demographics.

Our values:

Individuality - We encourage creativity and develop talent

Commitment - To be the best and deliver the highest standard

Teamwork - We work together to build close, long-term relationships

Straight talking - We say what we mean and do what we say

These values express the personality of the individuals within our firm. They are the behaviours we encourage in our people and the standards which inform our decisions and actions.

Our vision into 2026

To be a successful firm where talented people work together in an entrepreneurial environment, building long term client relationships.

This vision is about who we want to be, as well as who we are. It is as much about our values as about our character \xe2\x80\x93 the attributes we want to see from all of our people. It also reflects the importance of remaining independent - a clear sign that we are confident in our own future. That\'s how we unlock our entrepreneurial spirit, advising our clients with top performing teams.

A key part of the 2026 strategy is to focus on five core sectors: decarbonisation, life sciences, private capital & funds, technology, and transportation & trade. These have been identified as crucial in the drive for accelerated profitable growth.

Stephenson Harwood