ACS Foundation

About Us

As one of the world’s leading law firms, we advise many of the largest and most ambitious organizations across all major regions of the globe. With over 5,000 people, including 2,900 lawyers and over 2,000 business services professionals, operating from our global network of offices across Asia Pacific, Europe, the Middle East, and North America, we are at the heart of the new global business landscape providing premium quality, full-service legal advice.

We recognize that the success of our business and our clients rely on the skills, knowledge, and ideas of all our people. Our environment is one in which high performance is expected, in return, we will provide you with rewards and opportunities tailored to your personal and professional goals.

About the Role

• Complete tasks associated with the maintenance of digital user devices (laptops, desktops, mobile devices) ensuring they are secure, up-to-date, and aligned with organisational standards.
• Complete tasks associated with the deployment and lifecycle management of digital user technologies, ensuring consistent availability and performance.
• Respond and take ownership of technical support requests raised by End Users in a timely and user centric manner.
• Diagnose and troubleshoot technical issues, escalating unresolved issues to higher-level support or specialised teams, using these as opportunities to upskill.
• Seek feedback from users to identify opportunities to improve UX  that align with the department’s drive for improved User Experience.
• Comply with all data security, privacy regulations and corporate compliance policies.
• Understand security best practices as adopted through the firm’s digital user experience products and technologies to ensure that all user data is handled securely and ethically.

Qualifications, Skills, and Experience

• Diploma or equivalent preferred.
• Prior experience in an equivalent technical support role OR 12 months in a Level 1 IT support or Service Desk role.
• Proven Customer Service skills and/or qualities.
• Extremely focused team player
• Exceptionally strong customer service focus
• Excellent personal communication skills with the ability to communicate on a non-technical level.
• Troubleshooting skills including prioritization, escalation, and ticket handling.
• Basic technical and troubleshooting knowledge of laptops,  desktops, printers, routers, mobile phones, and network equipment.
• Basic technical knowledge and troubleshooting skills with Windows 10/11, Office 365, Intune, Group Policies, Autopilot and  Video conferencing solutions.