Technical Support Specialist

2 weeks ago

New York, New York, United States Vertex Global Solutions Full time
Job Overview

Vertex Global Solutions is in search of a dedicated Technical Support Specialist to provide comprehensive technology assistance in a dynamic helpdesk setting. This role involves working in a fast-paced environment with a focus on delivering exceptional service.

Key Responsibilities
  • Incident Management: Accurately document and manage workflow by entering detailed 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 site visits to resolve user issues directly as necessary.
  • System Testing: Execute scheduled system tests and perform 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 issues and administration as required.
  • Litigation Support: Participate in offsite litigation setups and partner home visits when needed.
  • Training Participation: Engage in assigned training programs to enhance skills.
  • Documentation Skills: Exhibit strong technical writing abilities, including drafting standard operating procedures and scripts.
  • Shift Flexibility: Provide coverage for other shifts as needed, including overtime and weekend work.
  • Security Compliance: Adhere to firm and client information security policies, ensuring the protection of sensitive data and reporting any security risks to management.
Qualifications

Required:

  • Experience in helpdesk support, preferably within a legal or professional services environment.
  • Exceptional communication skills, both verbal and written, along with a strong customer service orientation.
  • Proficient knowledge of Windows OS 10/11 and Microsoft Office O365.
  • Familiarity with document management systems, ideally NetDocs.
  • Ability to troubleshoot remote access issues, including RSA Administration, VPN, and Citrix.
  • Experience with Active Directory and Entra Administration.
  • Support experience with mobile devices, including Firm iPhones and BlackBerry Work for Enterprise.
  • Basic networking troubleshooting skills, including knowledge of IP and server administration.
  • Ability to address hardware and cabling issues.
  • Capability to thrive in a high-pressure environment while managing multiple priorities.
Education

A Bachelor's degree is preferred.

Work Environment

The characteristics of the work environment are representative of those an employee may encounter while performing the essential functions of this role.

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