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Technical Support Associate

Company: Williams Lea
Location: Irvine
Posted on: June 9, 2021

Job Description:

Williams Lea is the global provider of skilled business-critical support services to financial, legal and professional services firms. We connect people, processes and technology to manage documents and streamline key operational functions.

From our humble beginnings as a financial printer in London, to our position today as a global outsourcing leader, our business is built on a strong heritage, great relationships and a talented team. Our 6,000 worldwide employees work onsite at clients and onshore/offshore at Williams Lea operations providing unrivalled support and helping clients transform their support operations. With revenues of over $400 million, Williams Lea is backed by Advent International, one of the largest global private equity investors.

Williams Lea is hiring for a Technical Support Associate to work Monday to Friday from 8:00 am to 5:00 pm Pacific!

The Technical Support Associate is a member of the on-site Williams Lea Tag team delivering exceptional customer service at our client locations. Responsibilities include providing a combination of software and systems support, basic troubleshooting, and incident management documentation.

Job Duties

  • Provide phone and hardware support to end-users for common office software applications.
  • Software applications supported include MS Word, MS Excel, MS Outlook, Best Authority, LegalKEY, Windows OS, NetDocuments, Workshare Compare.
  • Thoroughly research technical issues and document solutions for user problems in a timely manner.
  • Recommend or perform actions to correct software or system problems.
  • Handle items which were not resolved by the Level 1 team.
  • Maintain incident tracking system from the input of issues through the resolutions, including any necessary escalation.
  • Maintain a highly competent knowledge of relevant products, current support policies, and methods of support delivery.
  • Support remote access applications.
  • Troubleshoot operating system and hardware issues.
  • Communicate effectively with both unskilled and skilled PC users.
  • Handle sensitive and/or confidential documents and information.
  • Communicate with manager and client on job or deadline issues.

Job Qualifications

  • Bachelor's degree or equivalent work experience.
  • Minimum 5 years of experience in a corporate IT support environment preferably legal.
  • Word, Excel, PowerPoint, and/or Outlook certifications desired.
  • Microsoft systems or desktop certification desired.
  • Ability to work in a fast-paced team environment.
  • Attention to detail with emphasis on accuracy and quality.
  • Ability to prioritize work to balance multiple projects and deadlines.
  • Excellent verbal and written communication skills.
  • Exceptional customer service skills.

Your safety and wellbeing:

As we all continue to deal with the effects of COVID-19, your health and wellbeing remain our top priority. In preparation for returning to our workplaces, the following guidance has been developed with reference to government, designated authority, as well as feedback received from employees. This guidance is further supported by our Wellness site content and external resources to help you manage through these unprecedented times.

Facemasks:

To supplement social distancing and where stipulated, everyone is required to wear a face mask at all times upon entering, and when working within the building.

Social distancing:

Workstations and office areas are continually evaluated to ensure the 2m/6ft social distancing rule can be applied and adhered to by all employees.

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.

WLRSR

Keywords: Williams Lea, Irvine , Technical Support Associate, Other , Irvine, California

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