IT Site Support Specialist

Ropes & Gray is a global law firm that operates across 17 time zones and has more than 1,400 lawyers based in the United States, Europe and Asia who collaborate seamlessly to provide clients with high-quality representation in innovative industries that shape the global economy. Our clients include private equity firms, pharmaceutical and biotech companies, financial institutions, mutual funds, hospital systems, and more. Client by client, we’ve built a reputation for first-class work, a pragmatic approach, and impeccable standards of service and ethics. We count many of the world’s most respected companies and institutions as longtime clients, and serve organizations at all stages of development. Clients trust us with their most important matters because they know we understand their businesses and deliver the results they need.

Our deeply rooted culture of teamwork means that our lawyers work closely with colleagues around the world to provide support to clients. This collaborative approach encourages our lawyers to work alongside partners and clients on sophisticated matters. We work as a team to support a range of leading legal practices, including private equity, M&A, capital markets, finance, asset management, real estate, tax, antitrust, life sciences, health care, intellectual property, litigation & enforcement, data, privacy & cybersecurity, and business restructuring.

Ropes & Gray London is one of the largest offices in the Ropes & Gray network, and the hub of the firm’s EMEA network and set up in London in 2010. While we are now an established presence in the UK, we’ve retained all the buzz of our start-up years. It makes us a little bit different: it means we have the stature and resources of a major international law firm combined with the pace, inclusivity and career progression of a specialist firm. Our clients like to work with us. We are, of course, always professional, but we are personal, and personable with it. As a group, we’re international, diverse and our team is always professional, but uniquely personable. With around 31 partners, 137 fee earners and a trainee intake of 13, everybody in the office knows everyone else. That means that every hire we make is an important investment for the firm, because each team member has a distinct role to play in delivering excellent service to our clients.

The department

The IT Site Support Specialist is responsible for providing technical support and assistance to end-users at a specific site or location. Based in Paris, this role primarily supports the Paris office but will also provide assistance to the London office where required. The position involves troubleshooting complex hardware and software issues and ensuring the smooth operation of IT equipment and systems across both locations.

The role

• Serve as the primary IT point of contact in the office, providing high-touch, professional, and user-focused support to staff at all levels
• Provide timely, professional, and effective technical support to end-users, ensuring minimal disruption to business operations
• Demonstrate a strong customer service mindset by actively listening, empathizing with users, and communicating clearly, even in high-pressure situations. Reaching out for assistance from other team members or groups where needed.
• Actively engage with those in the office and visitors by walking around the office, fostering strong relationships
• Troubleshoot and resolve hardware, software, and connectivity issues, escalating when necessary to ensure resolution
• Onboard new users ensuring a seamless IT experience from day one
• Lead and coordinate IT projects at the site, working with other IT teams, ensuring successful implementation
• Install, configure, and maintain computer systems and peripherals
• Respond to user inquiries and resolve technical problems in a timely manner
• Assist with the setup and configuration of audiovisual equipment for meetings and events
• Collaborate closely with other IT team members to maintain consistent, high-quality service across all systems
• Assist with software and hardware upgrades and deployments
• Maintain accurate records of technical support requests and resolutions in ticketing system
• Attend Desktop Services team meetings and proactively identify opportunities to improve user satisfaction, system reliability, and support efficiency
• Stay updated on emerging technologies and best practices in IT service and support
• Participate in on-call rotation

Qualifications and Skills

• Language Skills - Fluent in reading, speaking, and writing French and English.
• Associate degree or equivalent in information technology or a related field
• Minimum of 2 years of experience in IT support or a similar role
• Strong knowledge of computer hardware, software, and operating systems
• Proficiency in troubleshooting complex hardware and software issues
• Excellent communication and customer service skills
• Strong problem-solving and analytical abilities
• Ability to work independently and prioritize tasks effectively
• Technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus