The Application Support Analyst works as a member of the Application Support department within Epiq's Electronic Discovery division. Application Support Analysts provides 1 st , 2 nd and/or 3 rd level support to clients (principally law firms and the in-house legal departments of Fortune 500 corporations) using Epiq's proprietary software solutions as well as third-party software applications. Support of applications is also provided internally to Epiq associates from several departments including Client Services, Litigation Support, Software Engineering & QA, Production Services and IT. |
Identify, analyze and resolve technical issues, from external clients and internal associates. Partner with internal associates (e.g., application engineers, database administrators, software engineers and quality assurance analysts) to assist in problem resolution. Document issues and work with other functional groups to develop updated processes and workarounds. This is a highly technical, client-facing role that requires superior customer service skills. This is not a Desktop Support role.
Job Requirements :
Two (2) or more years experience working with IT groups or proprietary application software support environments in a fast paced, dynamic environment.
Bachelor’s degree in Computer Science, Information Systems or closely related field is strongly preferred.
Strong client focus: troubleshooting and follow-up skills; commitment to continuous improvement.
Excellent oral and written communication.
Proactive, responsible, and willing to go above and beyond to achieve client satisfaction.
Knowledge of SQL language is a significant plus.
Experience in litigation support and/or document management systems is a plus.
Some experience troubleshooting issues in a Windows/Citrix environment; familiarity with Windows and Citrix administration and Active Directory.
Understanding of UNIX and/or Linux basic command lines and light scripting skills is helpful.
The Application Support department operates on a 24x7x365 basis so the position is on a full-time, rotational shift basis with possible shifts on evenings, weekends and holidays.