Junior Technical Support Engineer

Who We Are  

FTI Consulting is the world’s leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world’s leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy, and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.  

Who We Are  

FTI Consulting is the world’s leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world’s leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy, and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.  

At FTI Consulting, you will be inspired and empowered to make an impact on headline matters that change history. Working side by side with the world’s leading experts in your field, you will be surrounded by an open collaborative culture that embraces diversity, recognition, professional development and most importantly, you.  

There has never been a more exciting time to join FTI Consulting and this is where you will do the most exciting and fulfilling work of your career.   

Are you ready to make an impact?

About the Role

The Information Technology Group (ITG) is a collection of people, processes and technology investments that are designed to achieve the business goals of FTI Consulting.  Incumbent acts as a junior technical support engineer to FTI Consulting staff in all practice areas on all tier 1 and 2 information technology issues and provides customer centric technical solutions in support of our user’s needs.      Provides entry-level support and knowledge of computer software and hardware, entry-level network operating systems, PC applications, Internet services, multimedia and messaging software used in FTI.  It is expected that the incumbent will work as a part of the ITG team in a customer support role for all business and technology related issues at the local office level. The ability to work in a team environment is required.  

What You’ll Do

• Provide onsite and remote 1st - 2nd level hardware, software and network technical support to FTI clients, practitioners and staff.

• Manage the resolution of walk-in user requests and tickets assigned by our first-level team via internal ITSM tool.

• Uphold and achieve Global Customer Service KPI targets and expected Service Level Agreements

• Consult and escalate complex technical issues with senior engineers when necessary.

• Organize the procurement, building, configuration, testing, deployment, and support of FTI employee workstation hardware and mobile devices.

• Provide configuration, installation and troubleshooting support of approved software applications.

• Coordinate equipment repairs and service requests with vendors.

• Support the employee onboarding and offboarding processes: access provisioning, device setup and reclaim.

• Provide audio and video conferencing room support for scheduled events when necessary.

• Contribute and maintain FTIs Knowledge Base library of support services and approved applications.

• Contribute to the overall technology strategy by collaborating with FTI Practice areas, corporate staff and other ITG groups to implement technology solutions.

• Provide technology support advocacy for all FTI Consulting staff.  May act as the liaison between office and systems integrators and/or vendors when appropriate.

• Contribute with writing, organizing and publishing team technical processes/procedures.

• Maintain and track inventory of FTI Assets including laptops, desktops, peripherals, and mobile devices.

• Comply with security policies regarding all forms of company, client and employee data.  

How You’ll Grow

ITG uses an “IT Service Portfolio” approach to align with business priorities, and to articulate and communicate the diversification of IT investments for the business.   FTI Consulting leverages the Information Technology Group (ITG) to accomplish the following goals:  Improve Practitioner Productivity and grow the business with IT, Reduce Risks with IT in the business, and manage a balanced set of IT investments that meet business objectives.  We encourage our employees to become “Super Users” of all our services, take advantage of multiple opportunities to work with colleagues on the wide array of cross functional to inter department projects, and self-improve through professional development.

Basic Qualifications

• 3+ years of proven IT support professional corporate experience

• Must have a minimum of A+ or Network+ certification credentials. 

• Good knowledge of the Office 365 Suite of applications (Excel, Word, PowerPoint, Access, Outlook).

• Basic knowledge of IT service management concepts.

• Ability to travel to clients and FTI office(s) as needed.

• Applicants must be currently authorized to work in the United States on a full-time basis; this position does not provide visa sponsorship.

Preferred Skills

• Experience with Active Directory and supporting O365.

• Ability to flex working hours as required to meet business needs.

• Occasional physical labor, which may include moving equipment or furniture up to 50 lbs., and flexibility to crawl underneath desks or tables to access network jacks and electric receptacles.

• Positive Attitude and Self-Motivated.

• Able to work independently and as part of a team.

• Ability to communicate seamlessly with both technical and non-technical audiences

• Adaptable to shifting priorities as business needs change.

• ITIL Foundations Certification. 

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