Office IT Solution Advisor

You will deliver operational technology excellence with the instincts of a trusted advisor—providing a concierge-grade, end-to-end customer experience that resolves issues quickly and enables colleagues to work smarter.

You will treat every interaction as an opportunity to leave colleagues more capable and confident than before.

You will serve as a trusted advisor to office colleagues and the wider IT service teams, delivering support, building awareness, and improving adoption of firm tools, solutions, and services.

You will play a critical role in providing technology and services that meet customer and location needs. Your work is equally focused on operational excellence and proactive advisory support—both dimensions are essential to your success.

You will provide walk-in IT Bar support during core office hours, assisting colleagues with workplace technology needs and delivering timely, concierge-level, face-to-face resolution for urgent in-office issues. You will perform real-time incident triage, resolving issues locally where appropriate and escalating to the Global Help Desk or vendors when remote or specialist expertise is required. You will clearly document the resolution path and outcome and take end-to-end ownership of every issue.

You will proactively monitor the health of office technology, identifying and resolving system, device, and environment issues before they impact productivity rather than waiting for them to be reported. You will support account provisioning, access management, and new-hire onboarding activities, including Jamf/Windows enrollment, VPN, email access, and other day-one setup. You will also deliver technology orientation so new colleagues can use their devices confidently from day one. You will manage conference room and collaboration technology, including AV equipment, Zoom and Teams room readiness, pre-meeting validation, and live meeting support.

You will provision, deploy, recover, and maintain hardware, loaner devices, peripherals, and printers throughout their lifecycle. You will regularly conduct inventory checks and accurately update asset management systems to ensure all assets are accounted for. You will coordinate office readiness activities, including vendor engagement, infrastructure coordination, Office Without Local IT (OWL) visit scheduling, and coverage planning.

You will partner with Global Events teams to deliver end-to-end event technology support, ensuring technology readiness, resolving issues in real time, and providing a seamless experience throughout the event lifecycle. You will maintain accurate CRM and ServiceNow documentation while capturing recurring issues and insights that help improve local service delivery.

You will proactively engage colleagues, taking time to understand how they use technology and offering timely, relevant guidance. You will anticipate needs and provide concierge-style support rather than simply responding to requests. You will act as the connection between colleagues' day-to-day experiences and the evolution of global IT products, translating recurring pain points and emerging needs into actionable feedback that drives continuous improvement across the firm.

You will turn everyday support interactions into learning opportunities by identifying adoption gaps and helping colleagues build capability in the flow of their work. Every resolved issue is also an opportunity to empower someone to be more self-sufficient. You will educate and empower colleagues to use Global Help Desk channels and self-service resources effectively, helping them choose the most appropriate support path and build confidence in resolving future issues independently. You will champion awareness and adoption of new technologies by educating colleagues on firm tools and facilitating AI and technology enablement sessions (such as Cursor, Claude, Tech Sessions, and GenAI Days) that drive meaningful adoption—not just attendance.