Relativity Sr. Systems Engineer / Relativity Engineer
- 📅
- Apr 23, 2019 Post Date
- 📅
- 190FP Requisition #
ABOUT THE OPPORTUNITY:
The Sr. Technical Engineer role will provide expert technical and application support to our diverse customer base. Including, but not limited to, troubleshooting complex software, hardware, and process issues. The successful candidate will also be required to write a variety of technical knowledge articles, reports, brochures, and/or manuals for documentation, for a wide range of uses. Standard documents will include policies, guidelines, and standard operating procedures.
PRIMARY DUTIES:
- Provide local, regional, and global support for Relativity and other hosted applications in Amazon Web Services (AWS) and Azure data centers.
- Assist FTI Customers with onsite and remote implementation of FTI products, including implementation, configuration and testing.
- Respond promptly and professionally to customer issues received via helpdesk ticketing system, email and telephone.
- Research, resolve and respond to a variety of customer inquiries.
- Engage appropriate resources to resolve and provide timely updates to customers.
- Fully document each customer issue/resolution.
- Develop and document enterprise architecture specifications for FTI product deployments. Regularly suggest system and process improvements.
Administer users through Active Directory and application administrative interfaces.
Participate in the team’s on-call rotation.
Develop and nurture successful long-term relationships with internal and external clients.
Create and maintain internal and external support documentation including standard operating procedures, guidelines and knowledge articles.
Perform other duties as assigned.
Potential for Regional and International travel – Up to 30%.
BASIC QUALIFICATIONS:
Minimum of 5 years of Computer Helpdesk/Application Support or relevant IT experience
Minimum of 3 years’ experience supporting hosted Relativity platforms
BS or BA degree in related field or commensurate work experience
PREFERRED SKILLS:
Excellent verbal and written communications skills.
Strong organizational skills, attention to detail and technical judgment.
Ability to work independently and collaboratively to provide excellent client service in demanding, deadline-drive situations.
Ability to effectively communicate and coordinate with peers and senior management when required.
Experience and creativity in troubleshooting software/hardware/process problems.
Efficient and effective problem resolution abilities; ability to think clearly under pressure.
Ability to analyze, identify, and communicate corrective actions.
Knowledge of networking principles, Microsoft 2008 R2, 2012 R2 and newer operating systems, IIS web server, infrastructure/troubleshooting.
Experience supporting enterprise systems, including Windows Server, Microsoft SQL Server, Active Directory, and Virtual environments.
Knowledge of SharePoint, SQL Reporting Services, Amazon Web Services (AWS) and Azure data centers.
Ability to create and understand Microsoft SQL Server scripts and stored procedures.
POSITION CLASSIFICATION: Exempt
