Assistant Manager

Company Description

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.

Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them.

You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.

Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet

Job Description

Job Purpose Summary

As a desk-side 2nd line Support role, providing highly customer focused face-to-face support as part of a wider team of 2nd line support analysts.

Working within the team of analysts supporting Delhi based users, they will provide and manage technical support to the Audio-Visual systems, Computers, Mobile Devices and Other General IT equipments, applications and services. In addition, they will ensure they are equipped to deal with our most popular consumer devices, operating systems and services. They include and are not limited to OSX, Win 10/11, Android, Blackberry and Apple iOS. Further support also includes MACIs (Moves, Adds, Changes, and Installations).

This is a very fast paced and dynamic role that requires someone that can think on their feet, is very proactive and has exceptional attention to detail. The person must also be very structured, and process driven to ensure consistent and quality service delivery. Working as part of a team is a key.

Key Responsibilities:

Client Focus

• Maximise face-to-face contact with the user in any interaction, whilst being mindful of the fact that we are working with typically time-starved users.
• Provide a high degree of initiative and a willingness to accept ownership of issues and requests, keeping the client's interests at the forefront of all activity.
• When issues arise, priority is to get users back up and running as quickly as possible, leaving underlying investigations to 3rd line. 
• Ensure that any issues are dealt promptly and remediated appropriately.

Technical Support

• Develop, configure, and program AV systems for seamless integration, automated functionalities, and optimal performance through routine checks.
• Manage A/V operations for hybrid events, including technical support and real-time troubleshooting to ensure high-quality audio/video delivery.
• Perform regular maintenance, firmware/software updates, and inspections of AV equipment (displays, conferencing systems, speakers, microphones, and cabling) to ensure system reliability.
• Maintain accurate documentation of AV assets and collaborate with stakeholders to enhance system capabilities and user experience.
• Stay updated on emerging AV technologies and share knowledge through training and documentation to ensure team consistency and growth
• Regularly monitor the ITSM ServiceNow platform to ensure IT requests, incidents, and tasks are resolved promptly and in accordance with SLAs.
• Work closely with the other Technical Support Analysts and Functional Support Analysts to ensure a quality user experience.
• Take ownership of IT incidents, ensuring timely resolution or escalation as needed. When escalation to another team is required, confirm that ownership has been effectively transferred to the appropriate resolution team.
• Ensure that you continue to adapt to the ever-changing face of technology, with users having services on many different hardware and software platforms.
• Keep a well-balanced stock of key hardware items to provide a smooth and efficient service to our customers.
• You may be requested to carry out additional work as could reasonably be required from you.

Knowledge Management

• Use the knowledge base to resolve calls, highlighting where gaps exist, or knowledge is incomplete or inaccurate.
• Support the offshoring/outsourcing of remote work by providing knowledge transfer as required.

Hardware Provisioning and Asset Tracking

• Responsible for the provisioning and then tracking, monitoring and reporting of hardware asset status, administering asset tracking tools and ensuring their accuracy.

Qualifications

Experience and Qualifications

Qualifications

• Bachelor's degree (Preferably from engineering background) or Master's degree in IT or related field
• Preferred Certifications for an A/V Professional: CTS/CTS-D/CTS-I (Certified Technology Specialist) – AVIXA, Crestron Certified Programmer/Technician – Crestron, Cisco Certified Network Associate (CCNA) – Cisco, Biamp Certification, Extron Certifications (e.g., Extron Control Specialist, Pro AV Specialist) etc.

Experience

• Strong background in Technology Support, Audio Visual, Video Conferencing & System Administration (Min 8+ years)
• Confident communicator
• Extensive working knowledge of MS Windows 11 OS, and Hardware and Software configuration
• Extensive experience of Hardware provisioning and Asset tracking, Monitoring and Reporting
• Highly professional individual who can thrive in a challenging and demanding working environment - the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure.
• Although not necessary experience of working in the IT/ITES sector or a similar professional services type organisation will be an advantage

Written Communications

• Good written communication skills and capable of producing detailed and user-friendly communications to a varied audience.

Additional Information

Equal Opportunities

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, color, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm. 

Find out more about our inclusive culture here