Workplace Technology Specialist

The IT Department
Our primary goal in IT is to enable exceptional client service through technology. We work closely
with all teams across the firm to understand their technology needs and provide the tools and

services that they need to be productive and service clients effectively. Through the Technology
Roadmap that we maintain we coordinate technology initiatives across the firm and ensure
alignment with firm strategy.
The Global Centre (Europe) serves as our new base for the central IT team and we have recently
established our IT Service Desk, Testing and Service Operations teams in this new location. We are
continuing to build the team in the Centre to ensure the global delivery of high quality and consistent
IT services in an efficient manner.
We operate as a truly global team with the central team working closely with regional colleagues in
most of our offices. We are responsible for all aspects of technology and communications within the
firm.
About Service and Transformation Function
The Service and Transformation function is responsible for the operation and delivery of technology
change (transformation) at Freshfields. The function operates on the concepts of “DevOps” to
accelerate the delivery of change through the resources within the function working on projects and
initiatives whilst supporting existing and new systems within the firm.
Like all large organizations Freshfields has legacy systems as well as embarking on a five-year IT
roadmap to transform the firm delivering legal services using new technologies, embracing cloud and
SaaS platforms. To deliver this ambitious plan, a DevOps model has been adopted to accelerate the
delivery of change. The DevOps approach will be tailored to meet the different requirements and
challenges of maintaining both legacy systems and developing new applications and services.

Role summary/purpose of job
The Workplace Technology Group teams sit within Service Delivery function and ensures that the
core Workplace technology runs efficiently, reliably, is kept up to date and continues to meet the
needs of the firm.

Key responsibilities and deliverables
• Play a key role in design, innovation, day to day support and troubleshooting activities for
meeting room technologies being recognised as an authority within the field
• Analysing existing capabilities and providing key input alongside Team Lead into expansion
and improvement of meeting room technology / communication platforms
• Undertake and advise on complex analytical tasks across engineering, business and delivery
leadership evidencing exemplary Being Freshfields behaviours.
• Analyses service and component availability, reliability, maintainability and serviceability.
Ensures that services and components meet and continue to meet all of their agreed
performance targets and service levels providing reports where necessary.
• Develops implementation plans for dealing with more complex requests for change. Leads
the assessment, analysis, development, documentation, transition and implementation of
changes based on requests for change.
• Creates, maintains and validates support documentation.

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• Provide an escalation point for highly complex or high impact technical incidents and / or
problems
• Provide technical guidance and training for document tools to both the wider team and
business.
• Maintain and expand knowledge to maintain SME status in meeting room technologies
• Engage with project management to confirm that products developed meet the acceptance
criteria and are to the required standard. Feeds into change management processes.
• Ensures system configuration information is complete, current and accurate.
• Liaises with third-party support services.
• Communicate effectively and negotiate with a broad range of people ranging from engineers
through to senior stakeholders.
Implements arrangements for disaster recovery and documents recovery procedures.
Conducts testing of recovery procedures.
• Assesses and analyses release components. Provides input to scheduling. Ensures release
processes and procedures are maintained.
• Uses management software and tools to investigate issues, collect performance statistics
and create reports.
• Ensures current and future document tools are compliant with security and compliance
requirements.

Key requirements
Essential
 Meeting / Conference platforms (MS Teams, Zoom, Google Meet, WebEx)
 Meeting room equipment (Crestron MTR, Surface Hub, Lifesize, Audio Devices)
 H323 / SIP
 Video Interop Technologies e.g. PEXIP
 Content Delivery Networks e.g.
 Teams Enterprise Voice / Direct Routing
Desirable
 Meeting room booking systems (Condeco)
 Microsoft Exchange Online
Desirable Qualifications
 ITIL Service Management Foundation certification (or equivalent)
 MCSA, MCSE, MCP.

Competencies
 Demonstrate ability to work independently and take leadership where required
 Demonstrate ability to work on multiple highly complex projects simultaneously.
 Clear and concise written and oral communication skills
 The ability to build working relationships with a range of people at all levels across the
business
 Proactive approach with a 'can-do' attitude
 Identifies and communicates opportunities to improve the way that work is done
 Excellent organisational and time management skills with the ability to manage tasks
efficiently and under self-supervision
 Works successfully as part of a team, sharing knowledge, collaborating with and supporting
colleagues
 Excellent customer service skills with a helpful and responsive approach
 Flexible in approach and adaptable to change
 Resilient and calm under pressure
 Motivated, results and delivery focused with a commitment to quality of work
 Takes ownership and actively looks for personal learning and development opportunities
 Demonstrates sound judgement
 A commitment to the highest level of integrity
 Focuses on finding the right solutions and problem solving
 An understanding of working across cultural boundaries