A&O Shearman
Working at A&O Shearman
Working at A&O Shearman Culture and benefits Training and development Candidate charter Ways of working
A&O Shearman
Technology that powers global performance
Global IT at A&O Shearman is driving the technology that underpins a leading international law firm. Our strategy is centered on creating a connected, forward‑looking environment where secure, high‑performing platforms enable people to work seamlessly across our global network. We combine deep technical expertise with a sharp focus on business outcomes - ensuring technology is not just reliable, but a true enabler of growth and innovation. From cloud and infrastructure to data and security, we are continuously evolving our technology landscape to meet the demands of a fast‑paced, global business. It’s an environment where ideas are valued, standards are high, and impact is tangible.
- Job ID
- 11244BR
- Location
- Bangkok, Thailand
- Job Family
- Business teams
- Practice Area
- Information technology
- Job Type
- Permanent
- Working Arrangement
- Office based
Job description
We have an exciting opportunity for a IT Analyst to join our Information Technology team, based in A&O Shearman's Bangkok office.What you will do
The IT Officer acts as an ambassador for IT, is responsible for handling requests and incidents as well as providing operational technical support along with occasional training to all customers within A&O Shearman, but predominantly for the Bangkok office. The IT Officer is also responsible for driving technological adoption, challenging the status quo, engaging with customers, and is expected to contribute in a positive manner to the success of the firm.
The IT officer will resolve incidents and requests wherever possible at first point of contact, within the agreed operational framework of policies and processes, minimising impact to the business whilst providing exceptional customer service.
Customer Relationship Management
- Engage frequently with customers to educate and advise on their technological requirements
- Identify areas for innovation in line with the firm’s IT strategy
- Offer solutions to technical and non-technical problems
- Be proactive and innovative with technological advancements and changes
- Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximise customer service and call resolution
- End to end ownership of incidents and requests monitoring tickets passed to other support teams
- Ensure accurate and timely updates are maintained in the Incident Management System, no ticket should be more than 5 days old without a regular update
- Receive and handle requests for support following agreed procedures
- Promptly allocate tickets/requests as appropriate
- Maintain relevant records and documentation
- Assist in the investigation and resolution of incidents and problems relating to application, infrastructure and/or, operating and network systems
- Carry out agreed operational and specified maintenance procedures of a routine nature
- Monitor routine operations and initiates corrective action if processes fail
- Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs
- Meet all OLA Service activity targets in line with performance targets defined for the technology service
- Ensure that requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
- Manage all calls accurately using the BMC Helix (Service Desk) ticket logging system
- Flexible with hours in order to fully support the team and to ensure the effective running of the operation outside of working hours as required
- Work with suppliers to deliver services in line with agreed SLAs
- Appropriate escalation of incidents and requests to the Senior IT Manager in line with A&O Shearman’s processes
- Follow processes to ensure an exceptional level of service is provided to both internal and external customers
What you will have
- Proven experience in a customer facing role
- Proven experience within an IT Support / Service Desk environment with knowledge of Service Desk Operations.
- Experience with Microsoft products (office/OS), BMC Helix ticketing system
- Knowledge and experience with Video Conferencing and Audio Visual technology
- Proactive, solution-focused mindset with strong problem-solving and analytical skills.
- Excellent communication skills in both Thai and English, with the ability to translate technical concepts into clear, business-friendly language.
- Passionate about delivering exceptional customer service and building strong relationships with colleagues and stakeholders.
- Enthusiastic about technology and innovation, with a drive to identify and promote solutions that deliver tangible business value.
- Collaborative team player who contributes ideas, shares knowledge, and supports continuous service improvement.
- Organised and adaptable, with the ability to manage competing priorities and perform effectively in a fast-paced environment.
- Self-motivated and committed to continuous learning, staying up to date with emerging technologies and industry trends.
- Professional and accountable, taking ownership of work and maintaining high standards while supporting business-critical services.
- Qualifications in Microsoft/Cisco, ITIL V.3 Foundation or other relevant technologies is desirable.
What we can offer you
To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits | A&O Shearman careers
Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.
We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.
NO AGENCIES PLEASE - A&O Shearman does not accept unsolicited CVs. For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here.
#LI
A&O Shearman is a new global industry-leading law firm, with 48 offices in 28 countries worldwide. Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.
We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.
Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to an inclusive environment, and we provide support and ways of working that help you optimise your wellbeing.
What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.
This role will be based in the Bangkok office and on site presence in the office will be required Monday - Friday.
The technology you’ll work with
In global IT, you’ll be supported by a modern, enterprise‑grade technology ecosystem designed to enable performance, security and innovation. Our environment brings together best‑in‑class platforms, cloud infrastructure and specialist tools that underpin a leading global law firm. From collaboration and knowledge sharing to advanced security and data capabilities, we ensure our teams have what they need to deliver at pace. Alongside access to the latest technologies, you’ll benefit from strong technical communities, structured learning and ongoing investment in our IT landscape - empowering you to build expertise and drive meaningful impact.
Built to excel
In global IT, excellence is built through a combination of technical expertise, curiosity and a drive to continuously improve. Our strongest performers bring a pragmatic, solutions‑focused mindset and take ownership of delivering high‑quality outcomes. They collaborate effectively across teams, adapt quickly to change and stay focused under pressure. With a clear understanding of how technology enables the business, they balance innovation with reliability. Above all, they are committed to raising standards - contributing ideas, refining approaches and consistently delivering impact in a fast‑moving, high‑performance environment.
- Technically credible
- Solution focused
- Accountable
- Collaborative
- Resilient
- Innovation minded
Why us?
As a leading global law firm, we rely on our global IT function to keep us at the forefront - enabling our people with secure, innovative and high‑performing technology.
Our IT teams play a critical role in ensuring the business runs seamlessly and adapts to change. You’ll work in a collaborative, international environment where your expertise has real impact, supporting lawyers and business teams across the firm.
Shaping your career
You can build a career here with clear expectations, regular development conversations, and ongoing access to training. We tailor development to your role and strengths, helping you build leadership, management, and business skills to reach your potential.
You’ll benefit from a wide range of learning via our platform, supported by regular check-ins through our compass approach to align priorities and development goals.
We support internal progression, including moves that aid growth. Many colleagues explore varied roles, secondments, or international opportunities - so being proactive, owning your development, and sharing your goals is key to making the most of these possibilities.
Your journey, our commitment
We believe recruitment should feel clear, respectful and genuinely engaging at every stage. Our approach is built around open communication, meaningful conversations and giving you a true sense of who we are - how we work, what we value and where you could fit. We ask for professionalism and openness in return. It’s a partnership, grounded in trust and transparency, designed to help you make confident, informed decisions about your career while enabling us to get to know you at your best.
EXPLORE OUR CANDIDATE CHARTERBenefits
Our range of benefits is designed to meet your changing needs, providing support for physical, mental and financial well-being. We regularly review our reward and benefits programs to ensure they remain relevant and competitive. We believe it’s important for our people to share in the success of the firm and be recognized for their contributions. We do that through a range of salary, discretionary bonus plans and market-competitive benefits.
Our benefits packages vary by location but are guided by the same global principles:
Health and wellness
Access to check-ups, insurance cover, extra support when needed, and well-being platforms.
Remuneration and rewards
We recognize contribution to client work, or business teamwork, as well as to the firm and the community. We share the financial success of the firm in a fair and transparent manner.
Financial benefits
We look to provide financial peace of mind, which can include insurances, assurances, and saving for retirement (market-dependent.)
Family and lifestyle
We aim to support you in managing your demands and commitments effectively alongside your working life, as well as providing perks and discounts to assist with travel, fun and well-being.
Learning and development
We invest in your performance and progression by giving you access to top-quality training and development through an ongoing blend of structured and informal learning opportunities.
Social impact
With us, you’re encouraged to volunteer your time and skills, whether you’re a lawyer or business professional, junior or senior. You’re free to choose a cause that matters to you, or to support our chosen global charity.
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