Level 2 Tech Support Engineer

Must be a US Citizen!!!!!!!!!!!!!!!!!

No 3rd parties or C2C!!!!!!!!!!!!!!!!!

Required Experience

• A minimum of 5 years of IT experience in a professional services environment performing at 2nd line level
• Strong experience with on premise and remote support skills supporting physical and virtual desktop solutions running Windows 10/11 and the Microsoft Office suite including Teams. Knowledge of networking and legal applications - iManage, Elite desirable.
• Understanding of network fundamentals, sufficient to diagnose and assess infrastructure-related issues
• Good technical knowledge of Audio-Visual hardware and teleconferencing.
• Understanding of ITIL (v2 or v3), understanding of ISMS/ISO27001 would be desirable
• Experience working for a large law firm is a big plus!!
• Spanish speaking is a must!!!!!

Responsibilities 

• Maintain the high standard of service offered to the Firm’s internal clients and to assist in creating and developing the professional reputation of the department.
• Understand and live by our values – approachable, straightforward, supportive and distinctive.
• Be subject to varying degrees of supervision on a day-to-day basis.
• Create and maintain professional and positive relationships with customers, clients and other employees.
• Work in line with the Firm’s Contribution Areas which are specific to your role and level.
• Maintain trust and confidentiality at all times.
• Act as a Trusted Advisor by building relationships across business services to ensure a consistent approach and service .
• Undertake any specific training as and when required by the HR Department, supervisor or Partners of the Firm.
• Operate safely and considerately in the workplace.
• Ensure policies, including asset allocation/management and security policies, are maintained.

Key Responsibilities:

 Global Technical Support:

• Provide 2nd line support for IT systems, applications, and network issues across multiple regions ensuring consistent communication throughout
• Diagnose and resolve escalated issues from 1st line support teams globally, adhering to SLAs.
• Offer remote troubleshooting and problem resolution for global offices, ensuring minimal disruption to operations.

Incident & Problem Management:

• Manage and document global incidents and problems, utilizing IT service management tools.
• Adhere to firm guidelines in relation to call and incident management and communication
• Identify trends for common problems and deliver workarounds whilst working with the IT teams to resolve underlying issues

System Maintenance & Monitoring:

• Ensure the firm's technology infrastructure meets service standards for systems performance and availability. This includes all client computing (e.g. desktops, laptops, mobiles phones) both within and external to the office and meeting room facilities
• Assist in the testing, implementation and maintenance of systems and applications.

Collaboration & Escalation:

• Work closely with global 1st line support teams, providing guidance and resolving complex issues.
• Escalate unresolved issues to 3rd line support or external vendors, ensuring effective resolution.
• Collaborate with global IT teams to ensure seamless integration and support of IT systems.

Documentation & Reporting:

• Develop and share knowledge base articles and user guides to improve global IT and user experience

Project Involvement:

• Participate in global IT projects, contributing to the planning, testing, and implementation of new systems and technologies.
• Assist in global software and hardware deployments, ensuring minimal impact on regional operations.
• Coordinate with regional IT teams to support global rollouts and system upgrades.