Baker McKenzie

Role Description

 * Act as the first point of contact for end users via phone, email, chat, and ticketing systems, providing timely and professional support

 * Perform initial assessment, troubleshooting, and resolution of technology-related issues in line with service level agreements (SLAs)

 * Record, track, monitor, and follow up on incidents and service requests, ensuring accurate documentation and resolution details

 * Escalate and coordinate unresolved issues with Tier 2 and Tier 3 support teams following established escalation procedures

 * Provide regular updates to end users regarding the status of ongoing and resolved incidents

 * Identify and report potential Major Incidents and support the incident management process

 * Maintain and enhance knowledge of supported technologies, systems, and applications through ongoing training and participation in improvement initiatives

 * Recommend updates and enhancements to knowledge base articles, processes, and tools

 * Support the administration and troubleshooting of technologies including Microsoft 365, Exchange Online, Active Directory, Intune, Multi-Factor Authentication, remote access solutions, and other Firm-wide applications

 * Participate in technology projects, continuous improvement initiatives, and weekend support rotations as required

 Skills and Experience:

 * Experience working in a Technology Help Desk or IT Support environment within an enterprise organization

 * Familiarity with ITIL best practices and incident management processes

 * Strong troubleshooting and problem-solving skills with the ability to drive issues through to resolution

 * Excellent customer service and stakeholder management skills

 * Ability to learn new technologies and applications quickly

 * Strong organizational skills with attention to detail and process adherence

 * Ability to manage multiple priorities in a fast-paced environment

 * Excellent written and verbal communication skills in English

 * Spanish required; Portuguese desirable

 * Experience supporting technologies such as Microsoft 365, Exchange Online, Active Directory, Intune, MFA, and remote connectivity tools

 * Comfortable working flexible schedules, including shift work and occasional overtime

 Personal Qualities:

 These personal qualities represent the shared characteristics of high performers across Baker McKenzie, regardless of job level and location.

 Know-how

 * Demonstrates strong analytical thinking and the ability to identify root causes and practical solutions

 * Learns new technologies quickly and applies knowledge effectively

 * Adapts easily to a variety of tasks, challenges, and changing priorities

 Dedication

 * Demonstrates integrity, accountability, and commitment to delivering high-quality service

 * Takes ownership of tasks and follows processes accurately and consistently

 * Maintains composure and professionalism when handling complex or high-pressure situations

 Personal Impact

 * Builds positive relationships through collaboration and effective communication

 * Works successfully with global teams and stakeholders across the Firm

 * Demonstrates sound judgment and a customer-focused mindset

 Humanity

 * Treats colleagues and customers with respect and professionalism

 * Values teamwork, inclusion, and transparency

 * Handles sensitive and confidential information with discretion

 Reports to: Tier 1 Supervisor

 Location: Buenos Aires Center

Baker McKenzie empowers clients to compete in the global economy. We provide comprehensive and practical legal advice that cuts through complexity with clear, actionable guidance. Our people represent diverse cultures and jurisdictions, combining local know-how with international expertise to ensure your business thrives across borders.

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion or belief if any, gender, gender identity, disability, sexual orientation or age - to fulfill their professional aspirations with us. We are committed to ensuring an inclusive and accessible experience for all candidates.