L2 Helpdesk Technician

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Description

The Second Line Helpdesk Technician will be troubleshooting complex support tickets escalated by the first line support team. The successful candidate will assist in investigating, resolving and/or escalating cases as needed. The qualified candidate should show mastery of the LEAP application as well as knowledge on common issues and their resolutions. Responsibilities · Advanced troubleshooting of advanced issues in an analytical manner, taking account of the clients’ needs and environmental factors · Record inquiries, issues, and their details within service tickets · Serve as a point of contact for technicians before case escalations · Proactively improve LEAP’s self-support center by developing better self-help material (written how-to articles, demonstrations, videos, and newsletters) · Providing technical documentation of replicable issues and escalation to Development teams or other departments as appropriate · Updating internal and external stakeholders of current known issues and development updates as documented in Jira · Training of level 1 technicians in escalations processes · Disseminating best practice solutions, process changes and updates to issues to helpdesk team · Occasional on-site visits for firms with advanced and widespread issues Requirements · 2 – 5 years’ experience in a customer service role · Strong commitment to provide exceptional customer service · Proficient in Microsoft Office Word, Outlook, and Excel · Expertise in the LEAP Legal Software A

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