Legal Doc / Desktop Support - Technology Support II

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in Corporate Technology, Infrastructure Management, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improve operational stability and availability through participation in problem management
• Monitor production environments for anomalies and address issues utilizing standard observability tools
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders
• Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Knowledge of legal and legal document applications, such as iManage, and their integration within a large-scale technology environment, whether on premises or in the public cloud.
• Experience providing desktop support for legal users, including support for Microsoft Suite applications and Active Directory management.
• Exposure to observability and monitoring tools and techniques relevant to application performance and user experience.
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework, particularly in incident and problem management.

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages or automation scripting to enhance application support and process automation.