Tier 2 Help Desk - fully remote

Tier 2 Help Desk – Fully REMOTE – for top global law firm.

Five opportunities available!

Two overnight shifts:

Monday-Saturday 10:30pm – 7am

Sunday-Thursday 1am – 9:30am

Three day shifts:

Monday-Friday 9am – 5:30pm,

Monday-Friday 9:30am – 6:00pm

Monday-Friday 11:30am – 8pm

*Please note all hours are Eastern time despite the location.

This role is responsible for supporting user incidents and service requests escalated by Tier 1, and for needs that are more complex and specialized. The Tier 2 Technician also leads problem management, evaluating incident trends, driving root cause analysis together with engineering teams, working to identify and document move-forward solutions. **Ideal candidates have at least 3 years or more of specific Tier 2 experience. Law firm or professional services experience required.

Duties: Escalation support for complex user needs that are triaged by Tier 1 Help Desk Technicians. Timely response to user needs within pre-defined service level agreements (SLAs). Lead coordination with IT technical teams for issues that require advanced engineering Support. Respond to support requests either in person, over the phone, or via email. Thoroughly document support requests, with emphasis on complex and specialized needs, using the Help Desk ticketing system. Lead problem management. Maintain IT Knowledge Base. Work with Service Management leadership and Tier 1/Tier 3 staff to identify opportunities to optimize escalation/triage process. Work with Service Management to translate specialized work into routine and commoditized solutions to be performed by Tier 1 (as appropriate).

Position Requirements: College degree ideal. Technical certification(s) preferred. Must have at least 3 or more years of relevant experience in a large law firm or professional services firm. Experience with technical troubleshooting and root-cause analysis. Knowledge of applications and systems common to a law firm. Knowledge of operating system configuration and troubleshooting. Knowledge of leading service desk performance indicators and service level standards. Conducts research on systems to solve intricate or difficult technical problems. Excellent troubleshooting and problem solving skills. Experience with ServiceNow. Knowledge of best practices for refining a global, tiered IT support desk model. Knowledge of ITIL-oriented process design for IT service Management. Knowledge of leading service desk performance indicators and service level standards. Excellent interpersonal and written communications skills. Highly motivated, analytical, organized, and efficient. Flexibility to occasionally work before and after business hours. Salary is commensurate with experience and depending on location.