iManage Support Engineer
Afinety
Pittsburgh, PA

About $60,000 - $80,000 a year

EducationSkills
SUMMARY:
We are looking for enthusiastic technical customer support professionals with iManage document management systems certification to join the Afinety team. Our support engineers provide remote customer service while answering questions, installing software, or troubleshooting technical issues. These individuals should possess excellent communication and customer service skills to help effectively address complex issues with non-technical end-users. This position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or client portal with a focus on superior customer service.
IManage Engineers are specifically responsible for support of iManage systems for Afinety’s customers.

ESSENTIAL FUNCTIONS:
Accept client requests for assistance and troubleshoot technical issues
Document steps for resolution and communicate progress to clients
Maintain Service Tickets, entering time and documentation and closing when complete
Escalate issues to management when necessary
Communicate effectively with clients, technical staff and executives
Assist with technical implementations when assigned to a project
Interact with iManage Support to resolve complex issues
Migrate data into iManage systems from a variety of existing DMS platforms
Attend continuing education classes to remain certified on iManage products
Participate in rotating shifts to provide after-hours support to customers as needed
Continually improve technical competencies and communication skills
Improve processes by suggesting innovative and creative new ideas
Cooperate with other employees to create a trusting, honest, and productive work team
Accept other duties as they are assigned from time to time

Technical specializations for Support Engineers include:
  • Applications
  • Workspaces
  • Email
  • Document Management Systems – iManage primarily
  • Networking
  • Infrastructure
The Support Engineer should be able to handle general questions across these areas, and ideally has specialized expertise in one or more areas.

EXPERIENCE/EDUCATION REQUIRED:
Associates Degree in Computer/Network Systems or equivalent experience
Network+, A+, ITF+, MTA, MCP or equivalent experience
Minimum of 2 years’ experience in a technical support position
Minimum of 2 years’ experience in direct user support role

REQUIRED SKILLS:
IManage Certified Systems Engineer (ICSE) certification
Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, TCP/IP
Expertise in Windows 10, 8, 7, and Microsoft Office Applications
Enthusiasm and passion for creating a best-in-class customer experience
Desire to work in a collaborative team environment
Excellent and adaptable customer service skills
Exceptional verbal and written communication skills
Experience supporting end-users in a Microsoft environment
Must have the ability to multitask and continually expand knowledge base
Must be self-motivated, self-sufficient and accountable
Must have strong analytical skills to diagnose problems and provide solutions

PREFERRED EXPERIENCE:
BA/BS in a Technical field
Legal application support experience
MCSA, ITIL, MCSE certifications.
Experience with Cloud computing
AWS Certified Cloud Practitioner/Certified Foundational Certification

Experience with:
Office 365 and other email hosting solutions
Enterprise Antivirus Software
Sophos Firewalls
Group Policy Administration
Active Directory Administration