Technical Support Engineer | Technology
July 15, 2023
Who We Are
FTI Consulting is the world's leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world's leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy, and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.
At FTI Consulting, you'll be inspired and empowered to make an impact on headline matters that change history. Working side by side with the world's leading experts in your field, you'll be surrounded by an open collaborative culture that embraces diversity, recognition, professional development and most importantly, you.
There's never been a more exciting time to join FTI Consulting and this is where you will do the most exciting and fulfilling work of your career.
Are you ready to make an impact?
About the Role
The Technical Support Engineer role will provide expert technical and application support to our diverse customer base. Including, but not limited to troubleshooting complex software, hardware, and process issues. The successful candidate will also be required to write a variety of technical knowledge articles, reports, brochures, and/or manuals for documentation, for a wide range of uses. Standards documents will include policies, guidelines, and standard operating procedures.
What You'll Do
• Provide local, regional, and global support for our hosted E-discovery platforms as well as other client facing applications and services.
• Respond promptly and professionally to customer issues received via helpdesk ticketing system, email, and telephone.
• Research, resolve and respond to a variety of customer inquiries.
• Engage appropriate resources to resolve and provide timely updates to customers.
• Fully document each customer issue/resolution.
• Administer users through Active Directory and application administrative interfaces.
• Participate in the team's on-call rotation.
• Develop and nurture successful long-term relationships with internal and external clients.
• Create and maintain internal and external support documentation including standard operating procedures, guidelines, and knowledge articles.
• Perform other duties as assigned.
How You'll Grow
We are committed to investing and supporting you in your professional development and we have developed a range of programs focused on fostering leadership, growth, and development opportunities. We aim to promote continuous learning and individual skills development through on-the-job learning, self-guided professional development courses and certifications. You'll be assigned a dedicated coach to mentor, guide and support you through regular coaching sessions and serve as an advocate for your professional growth.
What You Will Need To Succeed
Basic Qualifications
• Minimum of 5 years of Computer Helpdesk/Application Support or relevant IT experience.
• Minimum of 2 years' experience supporting of hosted applications.
• Ability to work independently and collaboratively to provide excellent client service in a demanding, deadline-drive situations.
• Excellent verbal and written communications skills.
• Strong organizational and problem-solving skills, attention to detail and technical judgment.
• COVID Vaccine required. *
• This role requires travel to clients and FTI offices.
Preferred Qualifications
• Knowledge of e-Discovery tools and applications is highly preferred (Relativity, Discover, Brainspace etc.).
• Ability to effectively communicate and coordinate with peers and senior management when required.
• Experience and creativity in troubleshooting software/hardware/process problems.
• Ability to guide/contribute to support process improvement.
• Ability to Analyze, identify, and communicate corrective actions.
• Experience with cloud services and technologies (AWS, Azure)
• BS or BA degree in related field or commensurate work experience.
• Experience supporting and troubleshooting enterprise systems, including Windows Server OS, Red Hat Linux, Microsoft SQL Server, Active Directory, and Virtual environments.
• Ability to create and understand Microsoft SQL Server scripts and queries.
Our Benefits
Our goal is to support the well-being of you and your families-physically, emotionally, and financially. We offer comprehensive benefits such as the following:
• Competitive total compensation, including bonus earning potential
• Full package of benefits plans, including health, dental, vision coverage, along with lif e and disability insurance
• Generous paid time off
• Company matched 401K
• Potential for flexible work arrangements
• Generous paid parental leave and f lex return support
• Family care benefits, including back-up child/elder care
• Employee Wellness Platform
• Employee Recognition Programs
• Paid time off for volunteering in your community
• Corporate matching for charitable donations most important to you
• Make an impact in our communities through company sponsored pro bono work
• Professional Development and Certification Programs
• In office free snacks and drinks
• Free smartphone and cellular plan (if applicable)
• FTI Perks & Discounts at retailers and businesses
• Upscale offices close to public transportation
• Pet insurance
About FTI Consulting
FTI Consulting is a global business advisory firm dedicated to helping clients with their most significant opportunities and challenges. With more than 7,500 employees located in 30 countries, our broad and diverse bench of award -winning experts advise their clients when they are f acing their most significant opportunities and challenges. At FTI Consulting, we embrace, cultivate and maintain a culture of diversity, inclusion & belonging, which are fundamental components to our core values. FTI Consulting is publicly traded on the New York Stock Exchange and has been named the #1 Professional Services Firm on Forbes List of America's Best Employers and the best firm to work for by Consulting Magazine. For more information, visit www.f ticonsulting.com and connect with us on Instagram and LinkedIn.
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.
FTI Consulting is the world's leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world's leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy, and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.
At FTI Consulting, you'll be inspired and empowered to make an impact on headline matters that change history. Working side by side with the world's leading experts in your field, you'll be surrounded by an open collaborative culture that embraces diversity, recognition, professional development and most importantly, you.
There's never been a more exciting time to join FTI Consulting and this is where you will do the most exciting and fulfilling work of your career.
Are you ready to make an impact?
About the Role
The Technical Support Engineer role will provide expert technical and application support to our diverse customer base. Including, but not limited to troubleshooting complex software, hardware, and process issues. The successful candidate will also be required to write a variety of technical knowledge articles, reports, brochures, and/or manuals for documentation, for a wide range of uses. Standards documents will include policies, guidelines, and standard operating procedures.
What You'll Do
• Provide local, regional, and global support for our hosted E-discovery platforms as well as other client facing applications and services.
• Respond promptly and professionally to customer issues received via helpdesk ticketing system, email, and telephone.
• Research, resolve and respond to a variety of customer inquiries.
• Engage appropriate resources to resolve and provide timely updates to customers.
• Fully document each customer issue/resolution.
• Administer users through Active Directory and application administrative interfaces.
• Participate in the team's on-call rotation.
• Develop and nurture successful long-term relationships with internal and external clients.
• Create and maintain internal and external support documentation including standard operating procedures, guidelines, and knowledge articles.
• Perform other duties as assigned.
How You'll Grow
We are committed to investing and supporting you in your professional development and we have developed a range of programs focused on fostering leadership, growth, and development opportunities. We aim to promote continuous learning and individual skills development through on-the-job learning, self-guided professional development courses and certifications. You'll be assigned a dedicated coach to mentor, guide and support you through regular coaching sessions and serve as an advocate for your professional growth.
What You Will Need To Succeed
Basic Qualifications
• Minimum of 5 years of Computer Helpdesk/Application Support or relevant IT experience.
• Minimum of 2 years' experience supporting of hosted applications.
• Ability to work independently and collaboratively to provide excellent client service in a demanding, deadline-drive situations.
• Excellent verbal and written communications skills.
• Strong organizational and problem-solving skills, attention to detail and technical judgment.
• COVID Vaccine required. *
• This role requires travel to clients and FTI offices.
Preferred Qualifications
• Knowledge of e-Discovery tools and applications is highly preferred (Relativity, Discover, Brainspace etc.).
• Ability to effectively communicate and coordinate with peers and senior management when required.
• Experience and creativity in troubleshooting software/hardware/process problems.
• Ability to guide/contribute to support process improvement.
• Ability to Analyze, identify, and communicate corrective actions.
• Experience with cloud services and technologies (AWS, Azure)
• BS or BA degree in related field or commensurate work experience.
• Experience supporting and troubleshooting enterprise systems, including Windows Server OS, Red Hat Linux, Microsoft SQL Server, Active Directory, and Virtual environments.
• Ability to create and understand Microsoft SQL Server scripts and queries.
Our Benefits
Our goal is to support the well-being of you and your families-physically, emotionally, and financially. We offer comprehensive benefits such as the following:
• Competitive total compensation, including bonus earning potential
• Full package of benefits plans, including health, dental, vision coverage, along with lif e and disability insurance
• Generous paid time off
• Company matched 401K
• Potential for flexible work arrangements
• Generous paid parental leave and f lex return support
• Family care benefits, including back-up child/elder care
• Employee Wellness Platform
• Employee Recognition Programs
• Paid time off for volunteering in your community
• Corporate matching for charitable donations most important to you
• Make an impact in our communities through company sponsored pro bono work
• Professional Development and Certification Programs
• In office free snacks and drinks
• Free smartphone and cellular plan (if applicable)
• FTI Perks & Discounts at retailers and businesses
• Upscale offices close to public transportation
• Pet insurance
About FTI Consulting
FTI Consulting is a global business advisory firm dedicated to helping clients with their most significant opportunities and challenges. With more than 7,500 employees located in 30 countries, our broad and diverse bench of award -winning experts advise their clients when they are f acing their most significant opportunities and challenges. At FTI Consulting, we embrace, cultivate and maintain a culture of diversity, inclusion & belonging, which are fundamental components to our core values. FTI Consulting is publicly traded on the New York Stock Exchange and has been named the #1 Professional Services Firm on Forbes List of America's Best Employers and the best firm to work for by Consulting Magazine. For more information, visit www.f ticonsulting.com and connect with us on Instagram and LinkedIn.
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.