Tier 2 Service Desk

Job Description

An international law firm spanning across the US / Europe / Asia is looking for a Tier II Application Support Specialist to join their fully remote 24x7 Level 2 Application Support team for roughly 3000+ end users.

The firm is in the Top 50 largest law firms in the world; they focus on corporate, litigation, intellectual property, fund formation, public markets, employment, life sciences (#1 law firm for tech and life sciences IPOs), clean technology, real estate, financial services, retail, regulatory and energy practices.

The firm received the following awards form Fortune Magazine : Best Companies to Work For, Best Workplaces for Women, Best Workplaces for Flexibility, Best Workplaces for Giving Back, and Best Workplaces for Parents.

The Tier II analyst will serve as the second line of support for the firm. The Tier II analyst will provide an exceptional customer service experience and technical assistance to corporate end users.

They will create and manage incidents within our ITSM (ServiceNow) to ensure timely resolution on each contact. They will interact with various stakeholders, including team members (on Tier II team as well as with local support team) and third level engineers to coordinate resources, provide solutions to bring incidents or requests to resolution.

We are seeking folks who are customer service-oriented, high energy, professional, and have a curiosity to learn new technologies.

The team will also be assisting with the knowledge sharing of issues / resolutions such maintaining the knowledge base articles as well as training the local technology teams and Tier I support of the issues / resolutions.

The team members will be working closely with the Tier III engineers for knowledge sharing. The ideal candidate will have strong experience in Microsoft 365, Adobe, iManage, Windows 10, and InTapp.

Assist with the Teams channel chats between Tier I, II and III.

Responsibilities :

Provide responsive, timely and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.

• Serve as key escalation point for Tier II team members for issues requiring additional attention / access.
• Assist with ticket escalation and high priority calls (assigned to a technician within a reasonable timeframe).
• Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms, or technology :
• Microsoft Office 365 Account Support, Password Resets, etc.
• Windows 10; PC Laptop, Desktop and Mobile Device support
• MS Office Productivity Suite functional support
• Collaboration tools including, but not limited to, Zoom and Teams
• Remote support toolsets including Proxy Pro and Remote PC
• Support of Audio-Visual teleconference systems, equipment, and scheduling, such as Zoom Rooms
• Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.
• Attend structured and unstructured (shadow, OJT) training sessions offered within the group and assist in training workshops, as well as weekly Team training sessions (Open Forums, Weekly Team Meetings, etc.).
• Utilize ITSM ticketing system (such as ServiceNow) to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar.
• Participate in team projects that enhance the quality or efficiency of Client Services Department.
• Accurate troubleshooting notes, multi-tasking - documenting and troubleshooting simultaneously.
• Assist with the Knowledge Management within ServiceNow

Assist with KB review, standards, and approvals

Provide analysis of what KBs are being used and what areas we can improve on (Metrics and KPIs)

Assist with knowledge sharing with Tier I and Tier II, including Local IS teams

Compensation : $26 / hr to $28 / hr. Exact compensation may vary based on several factors, including skills, experience, and education.

Benefits : Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401K retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and / or other paid time off as provided by applicable law.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Required Skills & Experience

• 24-year Technical Degree OR equivalent experience as a Level 2 Service Desk Analyst (4-6 years); or Junior Application Support Specialist (2-4 years of application support)
• Proven expertise with positive customer service skills and communication skills
• Out of the box thinking and looking at solutions for hard to tackle issues
• Experience with ITSM / Ticketing systems such as ServiceNow
• Experience writing and formulating knowledge base articles for use by multiple levels of support personnel
• Demonstrated support of enterprise environments, including :
• Hands-on and / or remote Break / Fix support of desktop and laptop computing equipment and peripherals
• Support of Microsoft Windows 10 Operating System
• Support of MS O365 provisioned accounts
• Support of DMS applications such as iManage; NetDocuments
• Support of template applications such as Forte, BigHand, etc.
• Support of mobile devices such as iPhone, Android, iPads, etc.
• Password Reset, Account Unlock, etc.
• Support of MacBook devices and MacOS
• Support of collaboration platforms and environments such as Zoom, MS Teams, etc.
• Use of remote-support technologies such as ProxyPro, RemotePC, Zoom, etc.
• Use of remote desktop environments such as Citrix

Nice to Have Skills & Experience

• Prior experience working within a Legal environment
• ServiceNow experience
• Technical certifications
• MOS certification
• Application Support knowledge
• Legal Application Support (such as Inprotech, Govern, FileTrail, CompuLaw, Elite, InTapp Time, Litera, etc.)

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and / or other paid time off as provided by applicable law.