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Tooling Engineer

Latham & Watkins

Tooling Engineer

National
Full Time
Paid
  • Responsibilities

    Latham & Watkins, a global law firm consistently ranked among the top firms in the world, is seeking a Global Technology Support Centre (GTSC) Analyst to join our team in Manchester. The Global Technology Support Centre at Latham & Watkins operates to the highest standards measuring success through Key Performance Indicators like:

    • First Call Resolution which is consistently over 74%
    • CSAT - 93% of all customer surveys returned are positive

     

    This is a true reflection of the expertise and quality upheld by our GTSC analysts, so if you consider yourself to be an expert in your field and hold customer service at the heart of what you do, then please get in touch as we’d like to have you as part of our dynamic team! You will be working within a follow-the-sun support model alongside colleagues in Los Angeles and will be expected to provide expert technology support to our lawyers, paralegals and staff across all of our global offices via telephone, email, chat and remote access systems with an emphasis on quality over quantity – this isn’t a ‘log and flog’ Servicedesk, we want our issues and requests to be resolved at the first call as often as possible. Responsibilities and duties will include:

    • First & Second line support to Latham employees using various firm applications and systems, including Windows 10, Cisco Jabber, MS Office 2016, iManage, Litera Change Pro, DTE and Adobe Acrobat
    • Handling escalations from Technology teams located in each of our global offices
    • Logging and tracking all support requests in our Service Management Toolset (ServiceNow)
    • Incident Response Management for major incidents experienced across the firm
    • Providing remote access support including wireless connectivity, RSA tokens and Octopus Authenticator, VPN and VDI Services
    • Supporting mobile collaboration using Blackberry Work apps
    • Responding to hardware questions and problems involving desktop computers, laptops, printers, smartphones, multi-function devices and Cisco phones

     

    A key to Latham’s success and our continued ability to deliver the highest quality service to our clients is our “one-firm” culture – a spirit of teamwork and shared commitment to quality across our offices worldwide that has long distinguished Latham from other law firms. Join our team if you:

    • Are passionate about customer service and emerging technology
    • Are process driven, with a focus on continual service improvement through quality assurance
    • Are talented at root cause analysis with excellent attention to detail
    • Have excellent communication skills both verbally and written
    • Are driven by results and customer satisfaction

     

    And have:

    • Experience working within a technical support function
    • An ITIL v3 or higher qualification or have worked within the ITIL Framework in a previous role

     

    The below are desirable but not essential:

    • Experience in an ITIL Service Management toolset (Servicenow preferably)
    • A degree in Computer Science or Information Systems
    • Fluent in either French or German

     

    Please note, the hours for this role will be between 1:00 PM to 9:00 PM, Monday through Friday and is based on a 12 month fixed term contract We encourage you to apply! Successful candidates will not only be provided with an outstanding opportunity, which includes continuous development via our in-house training system, 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 health insurance as well as group income protection and life assurance, a pension plan, wellness programs, employee discounts and more. Latham & Watkins is an Equal Opportunity Employer. Our commitment to diversity, equal opportunity and sustainability enables Latham & Watkins to draw from a remarkable wealth of talent to create one of the world's leading law firms.

    Required Skills Required Experience

  • Qualifications

     

     

    • Develop and send invitations for the aforementioned installations;
    • Schedule and hold RSW meetings with installation stakeholders for the aforementioned installations;
    • Review and validate installation sites and projects for the aforementioned installations;
    • Define current and out year project requirements and assumptions at the aforementioned installations;
    • Develop quantifiable/executable strategies to accelerate closure at the aforementioned installations;
    • Provide technical support to DLA PM subsequent to COYR completion, including, but no limited to, estimates and document reviews.
    • Memorialize strategies and requirements in COYR documents for the aforementioned installations; QC COYR
    • Support DLA in assisting the day-to-day execution and management of restoration contracts; oversight support, tracking, and document reviews of restoration contracts execution and management tasks
    • Attend meetings, teleconferences, and consult and assist with field oversight of restoration efforts and contractor field activities
    • Review and analysis of technical documents, identifying project requirements, development of scoping documents and site-specific narrative summaries
    • Assist with field oversight of projects
    • Develop/analyze remedial technologies
    • Maintain project/program databases
    • QA/QC reviews of analytical results
    • Conduct data gap analysis
    • Participate in meetings and briefings, and prepare presentation material

     

     

     

     

  • Industry
    Legal Services