A fantastic opportunity has arisen for a Senior Application Support Engineer to join a Global eDiscovery Company who are the fastest growing company in their field who are experiencing unprecedented demand and rapid growth. It is worthwhile noting there is the option for you to work fully remotely so you do not need to necessarily be based in close proximity to their London office and open to those based across the UK also. However, if you do prefer to be office based than you can do so in their City of London office.
ABOUT THE COMPANY
The Leading Tech Solutions Company is dedicated to partnering with clients to improve their discovery workﬂows and provide a dual beneﬁt mitigating the risk of discovery and reducing overall cost. The company's team is unique in its combination of three core types of experience seasoned technology and service company leadership outside the legal industry, helping us scale efﬁciently; expertise and tenure as lawyers facing discovery issues for decades, enabling a consultative approach grounded in practical solutions; and experience creating inventive and collaborative solutions since the inception of electronic discovery services, ensuring that their clients receive well vetted, highest quality services. At every step of the process, the company is committed to minimizing risk, improving quality, and substantially reducing client’s data burden. With years of eDiscovery expertise under their belts, legal and technology professionals have become trusted advisors to their clients, enabling them to overcome any challenge at any stage of the Electronic Discovery Reference Model (EDRM), from legal hold to production.
ABOUT THE ROLE
The Senior Application Support Engineer is responsible for providing top tier support for applications used by the organization and engaging with multiple departments to ensure the best experience possible for clients and internal users. Responsible for understanding complex Line of Business applications end to end, their usage, interdependencies and complexities
Provide technical leadership in the design, implementation and management of multiple applications including Relativity, Ecapture and Nuix.
Provide escalation support and training for company's internally developed applications.
Collaborate with IT, business stakeholders and end users to holistically design and own support for the Line of Business applications.
Proactively look for ways to improve uptime, alerting, and efficiencies of systems.
Provide high-level escalation support to colleagues across the organization for applications and complex process implementation.
Write and distribute communication relating to system outages, patch\upgrade notices and new feature documentation.
Coordinate across multiple departments on software patching and upgrades to ensure client success.
Consult with department managers on high-level initiatives and\or application changes to ensure minimal business impact while still providing the best client experience possible.
Work closely with Product teams to advance existing organization technologies through evaluation of new products and custom development on existing applications.
Identify and recommend product customizations, enhancements or work-around(s) to meet business requirements.
Author all standard documentation as well as specifications for both functional and technical requirements.
Assist with training and provide guidance to non-senior engineers as well as serve as internal escalation point for technical issues.
Design and build client IaaS systems to enable self-service of ediscovery applications.
Develop and sustain relationships with clients and 3rd party vendors.
Monitors project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.
Perform other related duties as assigned
KNOWLEDGE, SKILLS, AND BEHAVIORS
Strong knowledge of commonly used Ediscovery tools including but not limited to: Relativity, Brainspace, Nuix and Ecapture is beneficial.
Working knowledge of SQL Database Design, administration and reporting.
Intermediate level knowledge of T-SQL query language
Intermediate knowledge of Linux based operating systems
Understanding of Vmware ESXi and Vcenter is a plus
Understanding of SAN and NAS storage systems is a plus
Strong analytics and communications background (e.g., math, statistics, quantitative methods, and verbal and writing proficiency)
Ability to convey complex idea both verbally and in writing to a non-technical audience
Demonstrated record of excellent customer service
Ability to be part of an on-call rotation and have the ability to work flexible hours as needed including some nights and weekends
Bachelor’s degree in computer science, related field or comparable job experience preferred.
5 to 8 yrs. of progressive experience in Engineering, Technology or similar function.
Business Intelligence and analytics work experience including architecture design and systems lifecycle development management preferred.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Duties are performed in a typical office environment while sitting at a desk or computer table.
Duties require the ability to use a computer, communicate over the telephone, and read printed material.
Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
Duties may require the ability to lift up to 20 lbs.