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Senior Technical Support Specialist - LA

Firm :	Ropes & Gray LLP
Location :	Los Angeles , CA
Salary :	Unspecified
Date Posted :	Jul 21, 2010
Position Type :	Full Time	Company Profile and other listings
Experience Level :	2-5 Years
Education Level :	Other
Job ID :	#19832

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. In addition, this role is responsible for monitoring and responding to network and system alerts to proactively address system failures or resource consumption.

This is a work from home position and requires proven ability to work independently with limited direct supervision. The assigned shift is from 3:00am ? 11:00am EST, Monday through Friday, and requires on-call weekend support on a rotated basis. 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

Additional Information:
*** NO AGENCIES PLEASE ***