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JD - Assistant Manager_System Administration
JD - Assistant Manager_System Administration
Location Gurgaon
Days/Hours of Work Monday - Friday, 8:00 AM - 10:00 PM (an agreed 8.5-hour shifts
between these hours) plus, periodically additional hours as necessary
to fulfil the duties required of the role.
Reports to Manager IT
Summary
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 Purpose
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 computers, mobile devices and other general IT equipment, 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 and 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 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 key.
Key Responsibilities
What you will be doing:
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 with promptly and remediated appropriately.
Technical Support
Regularly monitor the ITSM Service Now to ensure that calls are resolved in a timely manner
and to OLA.
Work closely with the other Technical Support Analysts and Senior Analysts to ensure a
quality user experience.
Own, resolve and escalate calls, working with other resolution teams when necessary.
Where calls need to be escalated to another team, ensure that ownership has been
transferred.
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.
Own, resolve, escalate calls related to audio visuals (AV) & video conferencing (VC)
equipment's to ensure a quality user experience.
Knowledge Management
Use the knowledge base to resolve calls, highlighting where gaps exist, or knowledge is
incomplete or inaccurate.
Responsible for the provisioning and then tracking, monitoring and reporting of hardware
asset status, administering asset tracking tools and ensuring their accuracy.
Others
You may be requested to carry out additional work as could reasonably be required from
you.
Provide on call support for Delhi based communications and technical support
Monitoring & support of Data Centre equipment's as per process & guidelines.
Vendor coordination
Should have thorough understanding on networking (both passive and active). Good
understanding on DNS, DHCP and related technologies.
Should have understanding on PRI, ILL, WAN and LAN topologies and related infrastructure
deployments in data centre.
Extensive technical working knowledge and experience of Smartphone and tablet operating
systems and hardware, particularly Apple iOS, Android and Blackberry.
Extensive working knowledge of MS Windows 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.
Strong relationships skills. Confidence in communicating at all levels in both Practice Areas
and Business Services.
Makes decisions that solve the immediate problem and prevent it from occurring again
Uses all relevant sources of information, including the team and other colleagues, to
generate solutions
Takes account of different needs and concerns in order to effectively persuade others
Communicates effectively with the team through structured meetings and reviews
Monitors and reviews the quality of service that is provided in order to ensure that it
meets/exceeds client expectations.
Working Relationships
Is a valued member of IT outside their immediate team
Organisational/Strategic Thinking
Demonstrates an understanding of the firm's priorities - the factors which impact business
performance - and the consequences of this for implementation.
Recognises unspoken constraints within the firm - what is and is not possible in certain
situations
MCSE desirable
Highly developed written communication skills and capable of producing detailed and user-
friendly communications to a varied audience.
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, colour,
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.