Sr. Tech Support Engineer (law exp required)
50 California Street, STE 2300 San Francisco, CA 9411 US
Job Description
The Sr. Tech Support Engineer offers expert-level technical support and training across a wide range of applications and technologies used within the firm. This position involves delivering superior, white-glove technical assistance and guidance to firm lawyers and staff, with a strong focus on understanding their needs and workflows to boost efficiency and client service. Exceptional technical and customer service skills are crucial.
Key Responsibilities:
- Deliver personalized, white-glove support and coaching to lawyers and staff on firm applications, mobile devices, and IT security best practices.
- Develop an in-depth understanding of business processes and firm applications to provide instruction, support, and advice to departments, practice groups, and teams for efficiency enhancement.
- Collaborate with teammates and other coworkers to identify and resolve issues and drive improvements.
- Keep professional skills current through relevant training and continuing education courses, applying and sharing these skills for departmental and firm-wide benefit.
- Uphold high-quality standards within the team by supporting good practices and identifying areas for growth and improvement.
- Evaluate opportunities for application and process improvement, preparing documentation to share with team members, leadership, and other affected parties.
- Stay ahead of technological trends and share insights with the law and technology community, adopting technology solutions relevant to legal practice.
Job Duties:
- Manage and triage incoming Service Desk tickets, providing regular follow-ups, maintaining detailed ticket work notes, and resolving tickets promptly.
- Maintain knowledge of supported hardware and software and understand how various departments, practice groups, and teams use them to support business processes.
- Provide Level II and Level III technical support, including installation/configuration, troubleshooting, and problem resolution for PCs, printers, applications, smartphones, mobile devices, telephones, remote access, and document transfers through all Service Desk support channels.
- Document all support interactions and resolutions in the incident tracking database.
- Manage multiple tasks from initiation to closure in an organized manner, including setting expectations, communicating progress and issues, identifying and escalating risks, and prioritizing tasks.
- Provide backup support for the IT Support Analyst team in the Service Desk call center.
- Seek opportunities to help attorneys and staff leverage existing technologies in their workflow, documenting successes for the benefit of others.
- Maintain awareness of and adherence to security measures, policies, methods, and procedures to safeguard enterprise systems, files, and firm data, promoting a culture that integrates information security into IT architecture and business processes.
- Assist with determining and documenting the support impacts of new technology and planned software upgrades as requested.
- Coordinate hardware repairs with outside vendors, monitor inventory levels, verify bills/invoices, and generate and maintain hardware and software inventories for the office.
- Provide support for all audio/visual needs within the local office, partnering with the Lead AV Specialist and colleagues in all offices to ensure meetings are set up on time and executed smoothly.
- Travel, provide after-hours support, and work non-business hours as necessary.
- Assist with other special projects, tasks, and/or support as assigned.
Meet Your Recruiter
Spencer Cristoforo
Sr. Technical Recruiter
Spencer was born and raised in Boston, Massachusetts and contributes 5 years of technical recruiting experience to the team. He earned his bachelor’s degree in Communications from Keene State College in Keene, New Hampshire and has been involved in agency recruiting since 2014. He prides himself on the ability to understand what a candidate truly needs to feel challenged and fulfilled at their next position. This understanding ultimately leads to both a satisfied candidate and a happy client! Spencer is huge Boston sports fan with an intense passion for the Celtics and Red Sox. Other than Boston sports, his other hobbies include playing piano and guitar, which he has been doing for the last 10 years.