Technical Support Engineer | Data Centre | Shanghai

Firm
Location
Shanghai
Education
Benefits
Competive
Functional areas
ABOUT THE OPPORTUNITY:
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.
PRIMARY DUTIES:
  • Provide local, regional, and global support for Ringtail, Relativity and other hosted applications.
  • Assist FTI Customers with onsite and remote implementation of FTI products, including implementation, configuration and testing.
  • 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.
  • Develop and document enterprise architecture specifications for FTI product deployments.
  • Regularly suggest system and process improvements.


  • Administer users through Active Directory and application administrative interfaces.
  • 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.
  • Potential for Regional and International travel - Up to 30%.


BASIC QUALIFICATIONS:
  • Minimum of 5 years of Computer Helpdesk/Application Support or relevant IT experience.
  • Minimum of 2 years' experience supporting of hosted applications.
  • BS or BA degree in related field or commensurate work experience.
PREFERRED SKILLS:
  • Excellent verbal and written communications skills.
  • Strong organizational skills, attention to detail and technical judgment.
  • Ability to work independently and collaboratively to provide excellent client service in demanding, deadline-drive situations.
  • 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.
  • Efficient and effective problem resolution abilities; ability to think clearly under pressure.
  • Ability to Analyze, identify, and communicate corrective actions.
  • Previous Ringtail or Relativity software experience is desirable.
  • Proven experience in litigation support and related specific technologies (Concordance, Summation, LAW, Nuix etc.) is highly preferred.
  • Knowledge of networking principles, Microsoft 2012 R2, 2016 and newer operating systems, IIS web server, infrastructure/troubleshooting.
  • Experience supporting enterprise systems, including Windows Server, Red Hat Linux, Microsoft SQL Server, Active Directory, and Virtual environments.
  • Knowledge of SharePoint, SQL Reporting Services, Amazon Web Services (AWS) and Azure data centers.
  • Ability to create and understand Microsoft SQL Server scripts and stored procedures.

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Job information

Firm: FTI Consulting

Location: Shanghai

Education:

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