Sr. Technician, Global Escalated Support

Weil, Gotshal & Manges LLP•New York, NY

1d•$90,000 - $100,000

About The Position

The Sr. Technician is responsible for the intake, triage, and analysis of issues escalated from the IS Support teams. They provide technical support utilizing the IS knowledge base and other IS resources and use data to identify, analyze, and troubleshoot technical issues.

Requirements

Bachelor's, Technical degree or 1+ years of professional computer support experience.
Professional experience should be in a fast-paced, high-pressure professional services environment.
Strong knowledge of Microsoft Windows & Office Suite, Document Management, Web Apps, Citrix, VPN, Smartphones.
Strong problem-solving skills in a high-pressure environment.
Ability to communicate effectively with customers and senior management, and develop and maintain good working relationships with other members of IS and practice areas.
Ability to assist and provide guidance to support team members for difficult technical situations.
Ability to organize and prioritize numerous tasks and complete them under time constraints and respond with the appropriate level of urgency.
Interpersonal skills necessary in order to communicate in person, by e-mail and telephone and follow the instruction effectively from a diverse group of clients, attorneys and staff and provide information and constructive feedback with ordinary courtesy and tact.

Nice To Haves

Apple OS & Virtual Machine knowledge is a plus.

Responsibilities

Serve as an escalation point for issues raised among IS support teams, 2nd & 3rd level teams, and IS management.
Analyze problems and provide recommendations using incident metrics and other support data for improvement throughout all support areas in IS.
Provide insight of related incidents through problem management processes including trouble-shooting, researching and documenting issues to develop solutions.
Work with local IS support teams to identify and escalate common technical problems.
Collaborate with Manager of Escalated Support to identify support tools to aid in performing day-to-day troubleshooting activities.
Track problems to resolution by working closely with the Sustaining Engineering and Problem Management teams.
Provide reports on outstanding Escalated Support incidents to Manager of Escalated Support.
Act as a liaison between engineering and support teams.
Verify procedures and policies in IS Knowledgebase are current and request new items from subject matter experts as needed.