Hybrid Tier III Technical Support Engineer

Job Description

Job Description

Hybrid Tier III Technical Support Technician
Location

• Boston, MA

Hours:

• Monday – Friday 8:00am – 5:00pm

Position Duties:

• Provides technical support and maintenance for mission-critical enterprise applications with minimal downtime.
• Develops and maintains SQL queries, reports, and data extracts for business intelligence and operational needs.
• Meets project deliverable deadlines and service level agreements for incident resolution.
• Coordinates with vendors for issue escalation, patch management, and system upgrades.
• Collaborates closely with firm departments, focusing on managing enterprise applications from research, implementation to ongoing support.
• Provides tier 2 and tier 3 technical support for enterprise applications including document management systems, time and billing platforms, and related intellectual property technology solutions as an escalation resource.
• Monitors system performance and proactively identifies and resolves technical issues to minimize downtime.
• Troubleshoots application errors, performs root cause analysis, and implements corrective actions.
• Manages user access, permissions, and security configurations across all enterprise applications.
• Develops and maintains system integrations between enterprise applications using APIs, middleware, and custom scripts.
• Creates and maintains automated workflows and business rules within enterprise applications.

Position Requirements:

• Bachelor’s degree or equivalent in Computer Science or a related field preferred.
• Experience working with iManage - Required
• Minimum of five (5+) years of work experience in the field of application support for legal applications, or equivalent combination of education and work experience.
• Minimum of five (5+) years of experience installing, supporting, and upgrading back-end databases and enterprise class, multi-user software applications (either on-premises or cloud-based)
• Possesses strong understanding of enterprise software architecture, legal technology systems, and the ability to collaborate effectively with various teams to support strategic objectives.
• Knowledge of document management (iManage or NetDocuments), financial applications (Aderant), and IP management software (CPi and IPDAS).
• Proficiency in SQL database management and query development.
• Experience with scripting languages (PowerShell, Python, or similar) for automation, (Okta workflow knowledge helpful)
• Knowledge of enterprise application architecture, web services, and API integrations
• Familiarity with Azure, AWS, or other cloud platforms.
• Understanding of authentication protocols (SAML, OAuth, Active Directory)
• Experience with reporting tools, (Power BI, Tableau, etc.).

Pay Rate: ****

• $45 - 55/ hour – Depending in Experience

...Pay Statement and Pay Transparency Laws: rate of pay listed is on a per hour basis. You will be entitled to health insurance once employed for 60 days and you must work 30 hours per week, on average, per month to enroll and maintain health insurance through Complete Staffing Solutions. Once both qualifiers are met you must complete the enrollment packet and your benefits will start on the first of the subsequent month. ..It is our policy to provide equal employment opportunity to all individuals regardless of race, color, sex, sexual orientation, religion, disability, age, veteran status, ancestry, national or ethnic origin or any other legally protected class. We are committed to a diverse workforce. We value all employees' talents and support an environment that is inclusive and respectful. We are strongly committed to this policy, and believe in the concept and spirit of the law.#ZIP