Technical Support Specialist (Work from Home)
Boston, MA; New York, NY; Washington, DC; Chicago, IL; San Francisco, CA;
Information Technology – Apr 19, '11
About Ropes and Gray:
Ropes & Gray is a leading national and increasingly international law firm. It is consistently recognized as a top-ten player in its Private Equity, Investment Management, Intellectual Property, Government Enforcement, Life Sciences and Complex Business Litigation practices, among others.
The firm has a strong track record of growth and accomplishment. Building around its leading national practices the firm has, in the last five years, quadrupled its New York presence, doubled its California presence, and opened an office in Chicago. The firm has also grown internationally, adding offices in Tokyo, Hong Kong, Shanghai, and London.
Job Description:
This role is responsible for providing in-depth technical support and leading the problem-solving/troubleshooting efforts for internal customers in all domestic and international offices. The Senior Technical Support Specialist receives, prioritizes, documents, and actively resolves end user technical requests via the phone using diagnostic skills, knowledge management and help request tracking tools.
This is a work from home position and requires proven ability to work independently with limited direct supervision.
Two of the positions are from 9:00 AM to 5:00 PM Monday through Friday, and requires on-call weekend support on a rotated basis.
One position is from 9:00 Am to 5:00 PM Mon - Thur. and Saturday.
Occasional travel to a Ropes & Gray office for training or other business needs.
ESSENTIAL FUNCTIONS:
1.Provide exceptional customer service while responding to telephone calls, e-mail and personnel requests for technical support. Track & monitor the problem to insure a timely resolution and follow-up
2.Provide expert level document formatting skills in Word in support of heavy document production environment (Styles, Outlines, Numbering, Table of Contents, etc)
3.Apply functional knowledge and troubleshooting skills to resolve issues related to problems with Blackberry devices, Remote Access capabilities (VPN, Citrix, RSA tokens, etc), Document Management system (preferably FileSite), MS Outlook (delegates, rules, etc), Hardware, Printers & other network devices (Issues are not limited to these areas)
4.Assists with the proactive identification and troubleshooting network and Exchange issues through the monitoring of servers/services for failures and resource consumption.
5.Develops a knowledge of Firm's total computing environment & the quality management processes and practices
Requirements:
ESSENTIAL CAPABILITIES:
1.Excellent listening, questioning and analytical skills along with the ability to remain calm under pressure & work in a concise, clear & focused manner are necessary
2.Ability to understand and assimilate to the organization's culture, philosophy and values
3.Ability to demonstrate analytical problem solving skills by balancing the use of trouble shooting tools with a practical application of experience and creativity in minimal time
4.Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations
5.Ability to relate to non-technical users in user-friendly language
6.Ability to gauge one's strengths and limitations, escalating problems when needed, in effort to move self and others forward positively
7.Ability to manage multiple and sometimes competing priorities to meet all deadlines
8.Capable of translating knowledge of approaches, tools & techniques into resolving technical (hardware, software, application) problems
9.Ability to work independently with minimal supervision in an organized, disciplined and consistent manner
EDUCATION, EXPERIENCE AND SKILLS REQUIRED:
1.Minimum of 5 years of experience with Help Desk work in a law firm or relative experience.
2.Associate's Degree in Computer Science or completion of a program at a recognized technical institute required
3.Prior experience and proven success in a work from home capacity
4.Microsoft Certified Applications Specialist Certification within 12 months of hire * Prior experience with troubleshooting enterprise and desktop applications
5.Experience with network and system alert monitoring
6.Experience working with a trouble ticketing system and an environment where calls are distributed via a call routing system
7.Strong written & oral communication skills
8.Experience with Exchange 2003 and 2007 preferred