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Vertex Global Solutions is in search of a dedicated Technical Support Specialist to provide essential technology assistance within a dynamic 24/7 support environment. This role requires a commitment to excellence in customer service and technical troubleshooting.
Key Responsibilities- Incident Management: Accurately document problem descriptions and resolutions in the incident management system for all incoming requests.
- Escalation Handling: Address escalated tickets from the Level 1 support team effectively.
- On-Site Support: Conduct visits to user locations to resolve issues as necessary.
- System Testing: Execute scheduled system tests and manage change control testing as requested.
- Email Troubleshooting: Diagnose and resolve email delivery issues utilizing the ProofPoint console.
- Mobile Device Management: Oversee mobile phone and MiFi administration and support.
- Offsite Support: Participate in offsite litigation setups and partner visits when required.
- Training Participation: Engage in assigned training programs to enhance skills.
- Documentation Skills: Exhibit strong technical writing abilities, including the creation of SOPs and scripts.
- Shift Flexibility: Be prepared to cover additional shifts, including overnight and weekend work as needed.
- Overtime Availability: Daily overtime may be necessary.
All employees must adhere to the firm's information security policies, ensuring the protection of sensitive data and reporting any security risks to management.
Qualifications- Experience: Proven helpdesk experience, ideally within a legal firm setting.
- Communication Skills: Exceptional verbal and written communication skills paired with strong customer service orientation.
- Technical Proficiency: Extensive knowledge of Windows OS 10/11 and Microsoft Office O365.
- Document Management: Familiarity with document management systems, preferably NetDocs.
- Remote Access Troubleshooting: Experience in resolving remote access issues (RSA Administration, VPN, Citrix).
- Active Directory Skills: Proficient in Active Directory and Entra Administration.
- Mobile Device Support: Experience with firm-issued mobile devices, including iPhones and BlackBerry Work for Enterprise.
- Networking Knowledge: Ability to troubleshoot basic networking issues and possess knowledge of IP and server administration.
- Hardware Troubleshooting: Skills in diagnosing basic hardware and cabling problems.
- High-Pressure Environment: Capability to thrive in a fast-paced, high-pressure setting.
- Multitasking Ability: Proficient in prioritizing urgent requests and managing multiple tasks simultaneously.
A Bachelor's degree is preferred.
Work EnvironmentThe characteristics of the work environment are representative of those an employee may encounter while performing the essential functions of this role.
