Technical Support Engineer

TYSON & MENDES, a national insurance defense law firm with 26 locations. This candidate will be the member of a multi-person team reporting to a Technical Lead Engineer. The role is responsible for providing technical solutions to end users on a daily basis. The firm is an Azure cloud client and uses multiple software programs and applications to run its business. If you’re ready to make a meaningful impact in the legal industry, we encourage you to apply!


Who We're Looking For…
Technical Support Engineer plays a vital role in ensuring the smooth operation of technology systems within the law firm, directly impacting the efficiency and productivity of legal professionals. This position requires a blend of technical expertise, excellent communication skills, and strong customer service orientation.


Responsibilities
Technical Support

• Provide Level I, Level II and Level III technical support for hardware, software, and network issues
• Troubleshoot and resolve problems with PCs, printers, applications, smartphones, mobile devices, telephones, and remote access systems
• Troubleshot hardware, software, network, and security problems across the firm's IT infrastructure
• Manage and resolve high-priority incidents, ensuring adherence to SLAs
• Manage and triage incoming Service Desk tickets, ensuring prompt resolution and detailed documentation
• Maintain expert knowledge of legal-specific applications and technologies
• Evaluate opportunities for application and process improvement
• Collaborate with team members to identify and resolve issues and drive improvements
• Stay current with technological trends and share insights relevant to legal practice
• Meet departmental KPIs and metrics as provided

Client Relations

• Communicate effectively with attorneys and staff at all levels of the organization
• Provide white-glove support for all users

Requirements

• Minimum of 3 years of Help Desk support experience in a corporate law firm or professional services environment, required
• ITIL certification or CompTiA, preferred
• Extensive knowledge of PC hardware and software applications used in a legal environment
• Strong troubleshooting and problem-solving skills
• Excellent communication skills, positive attitude and customer service abilities
• Experience with Help Desk software and knowledge base management
• In-depth understanding of Windows OS environments
• Familiarity with remote desktop applications and help desk software
• Knowledge of networking technologies and concepts
• Ability to work in a fast-paced environment under pressure and manage multiple tasks effectively

  Benefits

• Comprehensive medical, dental, and vision plans (some at no cost to the employee) 
• 401K matching 
• Paid parental leave 
• Internal education and leadership development programs 
• Internal diversity and inclusion programs, such as the Women’s Initiative and Young Professionals Initiative 
• Firm-wide charitable giving program 
• Numerous social and off-site events each year to enrich your relationships with your colleagues 
• Employee Assistance Program through HealthAdvocate 
• Access to Maven resources for new parents through Blue Shield 

  Why Tyson & Mendes?  We are one of the country’s fastest growing civil defense firms. We have steadily and successfully made our mark as a trailblazer in the legal ecosphere. We are a progressive, dynamic and diverse firm that prides ourselves in breaking the mold upheld by the “traditional” law firm. Here, you will discover an exceptionally smart, deeply talented team of trial lawyers who have continuously made a profound impact on the lives of literally hundreds of thousands of people. From Howell vs. Hamilton Meats, to our many trial wins, our promise is to provide unparalleled service and achieve exceptional results for our clients.   In addition to our outstanding legal work, we take an innovative approach to law firm management; we invest wholly in our employees. From our specialized internal training program on our proven defense methods, to clear paths to leadership and partnership, we provide the professional development resources and tools needed for attorneys to make significant advancements in their careers - all while building their own brands and becoming sought-after experts in their respective fields.   Click here to learn more about the Tyson & Mendes Office! (944) The Tyson & Mendes Office - YouTube     OK, now for the legal copy (we are a law firm, after all). It is Tyson & Mendes’ policy to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit-based factors. By the way, if you read all of this, congratulations – we can already tell your attention to detail is exceptional.   NOTICE TO APPLICANTS/EMPLOYEES OF TYSON & MENDES: Please take notice that the Firm collects certain information about you. For more information on the Firm’s policies, please refer to the document provided here.   Follow along with the firm on Twitter and LinkedIn, or visit www.tysonmendes.com.   No recruiters/agencies  #li-remotePay Range$27—$32 USD Apply