Mexico

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TECHNICAL SUPPORT SPECIALIST

AMERICAN LEGAL GROUP is looking for a TECHNICAL SUPPORT SPECIALIST reporting to IT Manager in U.S. Office.
Monday to Friday 8.30 – 5.00 / 9.00 -5.30 p.m.

Position Summary:
The Technical Support Specialist is responsible for providing desk side technical support based upon standard operating procedures, including troubleshooting and resolving any custom application, system or hardware issues. They act as a project resource when directed and work closely with their local, regional and global peers to ensure seamless IT service delivery and support for the end user and the IT department's strategic goals and initiatives.

Accountabilities:
Provides excellent 2nd line/desk side incident, problem and request management support in accordance with documented processes
Resolution of all escalated Service Desk tickets and associated customer expectation management
Effective and proactive communication of problems/issues that impact the business (e.g. outages)

Responsibilities:
Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
Update and manage of all escalated tickets in accordance with local, regional and global Customer Services standards and processes
Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking
Successfully meet timelines and/or budgets for assigned projects 
Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
Update and contribute to the Knowledge base to share expertise
Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues
Repair and maintain all Firm-supported laser printers, laptops and desktops in accordance with firm standards
Participate in weekly moves (users moving to other offices and/or floors)
Configure and monitor equipment for high level meetings
Provide backup support for audio visual/video conference events (where applicable)
Provide programming and move/add/change support for Cisco IP phones (where applicable)
Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)
Effectively and proactively identify and communicate operations and business risks to appropriate levels of IT and management
Adhere to all IT and user quality assurance practices
Other duties and projects as required
Provide support on an overtime basis as needed to support the technical issues within the Firm
Provide on-call support as part of an agreed schedule
Under general supervision, monitor, document and update existing network systems and local server hardware and assist in implementation of updates and problem resolution

Business Relationship Management:

Provide high levels of customer support by being responsive, communicating proactively and managing expectations
Provide visible floor support by conducting weekly floor sweeps to increase business engagement
Attend user groups independently or with managers as required

Qualifications and Experience:
Knowledge of WINDOWS 10 AND ALL RELATED PROBLEMS WITH OS AND REGISTRIES
Advanced knowledge of MICROSOFT OFFICE SUITE 2016 IN ADDITION TO OTHER RELEVANT LEGAL APPLICATIONS (TIME RECORDING SYSTEMS, METADATA MANAGEMENT SYSTEMS, PDF CONVERTERS, MEDIA PLAYERS, DOCUMENT ENCRYPTION AND COMPRESSION TOOLS)
IN-DEPTH UNDERSTANDING OF AD INCLUDING ACTIVE DIRECTORY ROLE, EXCHANGE, TCP/IP, DNS, DHCP, VPN AS IT RELATES TO DESKTOP SUPPORT ACTIVITIES
Strong knowledge of hardware, printers and laptops and BlackBerry/iPhone and latest Android devices
Imaging and configuring PCs to Firm standards for rollout to users
Ability to 'teardown' and repair all laser printers (where applicable)
Ability to build a clone computer and troubleshoot all computer hardware issues
Strong knowledge in replacing broken parts in laptops and troubleshoot all laptop hardware issues
Knowledge of document management systems and e-filing processes
High School Diploma or equivalent required
Associates Degree in related field is preferred or equivalent work experience
Law Firm experience a plus

Performance Traits (i.e., analytical, communication skills, problem solving abilities, etc.):
- Ability to work well under own initiative and complete tasks without direct supervision
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Team player
- Strong organization skills
- Exemplary troubleshooting skills
- Excellent time management skills
- Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner
- Possess strong verbal and written communication skills
- Support and encourage a positive team environment
- Actively model desired work values and practices for others, including self-improvement, continuous learning and career development
- Encourage team members to provide continuous feedback to each other and share information openly
- Ability to mentor and direct other team members to ensure the completion of tasks

Education:
IT or related.
Bilingual, English strongly.

Minimum years of Experience Required:

3-5 years progressive IT operational experience, preferably in a professional/ legal services environment.

Salary:
 $ 28,000 - $ 30,000

Benefits:

- Vision, dental, medical, life insurance.
- PTU one month
- 14business vacation days
- Paid parking

- Polanco Area. 

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