Sr. Technician, Global Escalated Support na Weil

Weil seeks the best and brightest talent to join our Administrative Staff team. Our employees are the future of Weil so we invest in their training and development. Our environment embraces and encourages positive-minded professionals who seek to be challenged and acquire knowledge and skills in an atmosphere built on teamwork. Highly skilled and knowledgeable Administrative Staff assist our attorneys in successfully meeting and exceeding client needs and are vital to the overall success of the Firm.

Job Description

Responsible for utilizing customer service, technical support and problem analysis skills to help identify and troubleshoot technical issues and develop solutions and tools to overcome them for attorneys, paralegals and other firm staff, including all of IS Support .

Primary Responsibilities and/or Essential Functions:

• Provide 2nd level customer support for assigned IS issues, using the Incident Management System (IMS) to record, assign & resolve issues
• Use granted rights to resolve issues IS Support may not have ability to resolve
• Understand when assigned issues must be resolved by 3rd level teams and direct incidents accordingly for timely resolution
• Use technical knowledge and experience to perform high-level troubleshooting of undocumented issues to resolve or direct to 3rd level teams
• Work with 3rd level teams to resolve issues and finalize resolution with customers
• Document novel incident resolutions to Knowledgebase for IS department
• Note and provide data for related incidents to be addressed through problem management processes including trouble-shooting, researching and documenting issues to develop solutions.
• Occasionally meet with key technical managers and staff to demonstrate and help develop technical solutions to address recurring incidents within the Firm.
• Work with support and engineering teams to identify and develop support tools to aid in performing day-to-day troubleshooting activities.
• Learn & support new technology relating to Weil in order to provide support.
• Verify procedures and policies in IS Knowledgebase are current and request new items from subject matter experts as needed.
• Participate in Global Escalated Support meetings to share knowledge and provide information to team members.
• Provide demonstrations of new technologies at Weil for other IS Support teams
• Any additional responsibilities assigned by management.

Knowledge, Skills and Ability:

• Very strong knowledge of Microsoft Windows & Weil apps and integrations in Weil computing environment
• Very strong knowledge of Virtual Machines and Virtual Machine concepts
• Solid understanding of TCP/IP Networks and network security
• Strong knowledge of ITIL principles or continuous process improvement methodologies to achieve ITIL standards
• Strong analytical and problem-solving skills in a high-pressure environment.
• Networking and/or Desktop Engineering experience is a plus
• Ability to assist and provide guidance to support team members for difficult technical situations.
• Ability to organize and prioritize numerous tasks and complete them under time constraints and respond with the appropriate level of urgency.

Education/Certifications:

• Bachelors, Technical Degree, or related field or equivalent experience. ​

Estimated salary range is $90,000-$100,000. Compensation decisions within the range are dependent on the facts and circumstances of each case including but not limited to the individual's skills, experience, and qualifications.

Weil, Gotshal & Manges LLP offers a competitive compensation package comprised of base pay and discretionary year-end bonus for eligible employees.  Benefits include, but are not limited to medical, dental, vision, disability coverage, life insurance, flexible spending plan and a 401K plan.  Weil also offers generous paid time off and holidays.  All decisions affecting employment at Weil, Gotshal & Manges LLP are made on the basis of qualification, performance and other pertinent work-related factors, and without discrimination against any person on the basis of race, color, sex, age, religion, national origin, disability, marital status, sexual orientation, gender identity or expression, pregnancy, veteran’s status, genetic information or any other legally protected status. 

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