Collaboration Specialist
Information TechnologyAll Practice AreasPittsburghJob Description
At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place. The global law firm of K&L Gates LLP has an immediate need for a Collaboration Specialist to join our Pittsburgh office. The Collaboration Specialist will be responsible for delivering quality services to The Firm’s Lawyers, Staff, and clients. These services includes video conferencing, audio conferencing and web content sharing. Support for the Global Support Desk is also required and available. Primary Responsibility: Video Conferencing and Collaboration Support: • Maintain the Firm’s Video Conference Rooms and Supporting AV/VC hardware as required Secondary Responsibility: Global Service Desk Support: (The following duties are to be performed only as needed and when available) Qualifications: • Minimum of 4 years of experience in Video Conferencing and client-facing technical support role. Recommended Certifications Pluses: Expected Work Hours: ABOUT THE FIRM K&L Gates is a fully integrated global law firm with approximately 2,000 lawyers across five continents. We have experienced dramatic growth in the past decade and now rank among the largest U.S. based law firms in the world. We take pride in constantly striving for innovation, imagination and an entrepreneurial spirit. We come up with big ideas and then roll up our sleeves to get the job done, guiding our clients through their most complex issues in a variety of industry sectors and across multiple regions of the world. The industry recognition the firm has garnered in the past five years emanates from the foundation of a global community aligned on behalf of our clients. The people at K&L Gates are committed to working together to create a legacy for each other, the firm, our clients, and the communities in which we serve. We thrive in an inclusive and socially conscious environment that embraces diversity and takes a holistic approach to the career evolution of all our professionals. To learn what makes us different from other law firms, including our collaborative approach, entrepreneurial spirit, and our commitment to diversity, check out our video, “Grow Your Career at K&L Gates.” If you agree that we are different from other law firms - and the right place for you to grow your career - please apply for this position. For more information or to view other job opportunities, please click here to go back to our careers page. Notice: We participate in E-Verify in certain Firm locations for purposes of verifying employment eligibility. BENEFITS We offer a dynamic work environment and excellent benefits. EQUAL EMPLOYMENT OPPORTUNITY The Firm is an equal opportunity employer. It is the policy of the Firm that employment decisions shall be based on merit, qualifications and competence. Employment practices shall not be influenced or affected by virtue of a person’s race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital status, disability, military status or any other characteristic protected by applicable law. This policy governs all aspects of employment including, without limitation, recruiting, hiring, compensation, benefits, promotion, assignment and dismissal. In addition, it is the Firm’s policy to provide an environment that is free of unlawful harassment of any kind including, without limitation, that which is sexual, racial, age-related, disability-related or ethnic background-related.
• Plan, schedule and coordinate Video Conferencing services Firmwide
• Produce/support offices and individuals before and during VC meetings
• Calendar events when scheduled through the Firm’s VC scheduling system
• Utilize the firm’s VC scheduling system to support coordination of VC Rooms, setting up integrated audio lines with or without calls involving a WebEx meeting for sharing content purposes
• Setup video conference calls utilizing Cisco Telepresence Management Suite and other tools
• Conduct video conference calls utilizing Cisco Meeting Management Suite and other tools. This includes connecting VC rooms as scheduled, conducting a proper AV check with the remote individual in each office, integrating audio lines, setting up a VC recording (if applicable) and maintaining continued support and hand-on monitoring throughout each and every call
• Assist the Video Conferencing Host site with calls that require a WebEx to make sure all functionality is setup for proper integration of a VC call involving sharing content.
• Assist in the development and continuing improvement process, procedures and metrics surrounding conferencing services including scheduling and automation of the Firm’s Collaboration Services
• Interact with outside clients/customers/companies to test and ensure connectivity when joining third parties to our Firm’s Video Conferencing platform
• Act as initial point of contact on any correspondence from internal clients regarding any application, hardware-related inquiry, or issues relating to Microsoft Office, Windows OS, Citrix-based solutions, and smart devices
• Deliver consistent responses to clients following established service level agreements
• Manage ticketing system, providing detailed identification of root cause, troubleshooting steps performed, and resolution of the issue
• Document and update knowledge base articles and internal procedure workflow
• Perform entry level system administration
• Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues
• Understanding of Collaboration services such as: WebEx, Web Event hosting, Audio & Video bridge operation
• Strong customer-focused and "white glove service" mindset, demonstrate excellent listening skills and the ability to understand customer issues.
• Familiar with standard protocols such as SIP and IP videoconferencing.
• Strong organizational skills with a passion for detail.
• A proven track record of innovation and creative problem solving under pressure.
• Ability to react quickly and calmly to on demand and last minute conference requests.
• Independent ability to research technical problems and solutions.
• Excellent communications skills including presentations, training and interacting with technical, business, and regulatory personnel.
• Excellent interpersonal skills.
• Adaptable to changes in technology and business requirements.
• Ability to work in fast paced, high pressure environment.
• A Certification by InfoComm
• PCVE certification
• ITIL certification
Business hours are Sunday through Thursday 11:00 PM to 7:00 AM EST. However, required work hours may vary depending on business needs. Ability to work flexible hours is required.