Led issue escalation support & remediation as a level 3 technician. Managed customer needs across multiple platforms including Microsoft Office, Lotus Notes, document management solutions, & client remote access technologies such as Citrix, VPN, RSA & the troubleshooting tools for those utilities
Utilize expert Customer Service and Technical Support skills to provide World Class Technical Support to attorneys, paralegals and other firm staff. Serve as an escalation point for first level technicians and actions issues routed to the Help Desk from other IS Teams and from customers via email.
Effectively utilizes technical troubleshooting skills to provide a high level of support for problems encountered both during and after normal business hours. This position requires 95% second level, loaner laptop and onsite/deskside support and 5% phone support.
Professionally and courteously communicate with fellow specialists, resolver groups and other IS staff
Professionally seek additional information and provide customer with appropriate updates
Interact with customers in a polite and courteous manner and extend oneself by responding to customers needs.
Uses a high degree of accuracy and adheres to Weil standards in ticket coding
Understanding of Microsoft Office suite, Lotus Notes, Document Management Software (Docs Open Preferred) and Client Remote access technologies to include Citrix, Virtual Private
Networking and the troubleshooting tools for those technologies.