Information Technology Support Engineer

We are seeking a highly skilled IT Support Engineer to provide exceptional technical support across the Americas region. In this role, you will deliver 1st and 2nd line support, manage IT hardware, and ensure seamless service delivery aligned with global and regional IT standards. This position is ideal for a service-focused professional who thrives in a fast-paced corporate environment.

Key Responsibilities

End-User Support & Service Delivery

• Provide outstanding 1st/2nd line support for end-user devices, applications, and collaboration tools (MS Office, Teams, conferencing systems, DMS).
• Act as the primary point of contact for IT-related inquiries.
• Support both company-issued and personal mobile devices (iOS/Android).
• Log, triage, update, and resolve incidents/requests in ServiceNow according to SLAs.
• Maintain clear and proactive communication with users and stakeholders.
• Escalate complex issues to appropriate teams and coordinate with third-party vendors.
• Hardware & Asset Management
• Build, image, configure, and maintain laptops, desktops, and printers.
• Manage and track IT hardware inventory.
• Support workstation moves, upgrades, and office technology setup.

AV & Meeting Support

• Support AV systems in conference rooms; set up, test, and troubleshoot in-room and virtual meetings.
• Maintain and operate conferencing equipment; Cisco Room Kit experience a plus.
• Assist with WebEx, MS Teams, Zoom, and other meeting platforms.
• Coordinate vendor support for AV maintenance and upgrades.
• IT Operations & Projects
• Participate in regional/global IT initiatives and improvement projects.
• Understand departmental business needs and provide aligned technical support.
• Meet deadlines and maintain strong communication with management.

Security & Compliance

• Follow all Information Security policies and best practices.
• Complete required security awareness training and support user adherence.

Required Skills & Experience

• 4+ years of corporate IT support experience; law firm experience strongly preferred.
• Strong knowledge of Windows 11, laptop/desktop support, printers, and iOS devices.
• Proficient with Microsoft Office Suite, Teams, OneDrive, and related technologies.
• Experience with Active Directory and Intune MDM required.
• Knowledge of iManage is a plus.
• Basic network troubleshooting skills.
• Excellent communication skills with a strong customer-service focus.
• Ability to remain calm under pressure and handle multiple priorities.
• Self-motivated, team-oriented, and eager to learn new technologies.

Additional Requirements

• Ability to lift and move IT equipment (PCs, monitors, printers).
• Willingness to work evenings/weekends as needed for office moves and upgrades.
• Must reside within commuting distance of the New York office.
• Occasional travel to Washington, D.C., with potential domestic and international travel.