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ABOUT FTI CONSULTING:

FTI Consulting, Inc. is a global business advisory firm dedicated to helping organizations manage change, mitigate risk and resolve disputes: financial, legal, operational, political & regulatory, reputational and transactional. With more than 4,600 employees located in 28 countries, FTI Consulting professionals work closely with clients to anticipate, illuminate and overcome complex business challenges and make the most of opportunities. The Company generated $1.81 billion in revenues during fiscal year 2017. For more information, visit www.fticonsulting.com and connect with us on Twitter (@FTIConsulting), Facebook and LinkedIn.

FTI Consulting continually strives to offer employees and eligible dependents, including domestic partners and eligible domestic partner children, a competitive and comprehensive benefits package. Please click here for more information.

FTI Consulting does not accept unsolicited resumes from external firms or agencies. FTI Consulting will not be responsible for placement fees associated with unsolicited resumes.

FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.
 
ABOUT TECHNOLOGY:
 
The FTI Consulting Technology practice offers clients a comprehensive portfolio of e-discovery software, services and consulting support to help them streamline processes that are often reactive and risk-prone. This helps them control the risk and expense of e-discovery events more confidently. Our team of global professionals and industry leaders includes e-discovery experts, software developers, and forensic specialists who are experienced in many of the largest e-discovery matters of the past decade. We work directly with corporations and their law firms on the front lines, helping them with challenges such as collection from the cloud, multinational discovery, and e-discovery cost control.
 
ABOUT THE OPPORTUNITY:
 
Ringtail is looking for a talented Technical Support Engineer for our Product Support team. On this team, you will provide expert technical and application support to our diverse customer base. If you enjoy troubleshooting complex customer issues and turning them into successful outcomes, this is the role for you.
 
As a Technical Support Engineer you will work closely with the other members of the team, consultants and customers to work through the issues they encounter, and help them resolve it in a timely manner. You will also work with business owners, stakeholders from development, and other R&D team members to feed that experience back into the product to either address chronic issues, or enhance it in a new way. Bring your creativity, strong communication skills, technical abilities, and desire to learn quickly, and join us as we solidify our position as the leaders in e-Discovery.
 
PRIMARY DUTIES:
  • Provide local, regional, and global support for Ringtail and related applications.
  • Assist customers with onsite and remote implementation of Ringtail, 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.
  • Regularly suggest system and process improvements.
  • Work closely with members of the development team to define and influence product design and functionality.
  • 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 clients
  • Collaborate with Documentation and Training team members to improve Ringtail training materials and User Manuals
  • Collaborate with datacenter operations teams to improve deployment practices and documentation
  • Create and maintain internal and external support documentation including policies, standard operating procedures, guidelines and knowledge articles
  • Perform other duties as assigned
 
BASIC QUALIFICATIONS:
  • 1+ years of Computer Helpdesk / Application Support or relevant IT experience
  • 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-driven 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 guide/contribute to support process improvement.
  • Ability to Analyze, identify, and communicate corrective actions
  • Understanding of legal terminology, litigation objectives, and litigation support specific technologies (Concordance, Summation, LAW, Nuix etc.) is desirable
  • Proven experience in litigation support or related legal area is highly preferred
  • Previous Ringtail software experience is desirable.
  • Familiarity with Outlook, MS Exchange Server, and Lotus Notes as an Administrator
  • Knowledge of Microsoft Windows Server operating systems, IIS Web server, Microsoft SQL Server, Amazon Web Services or similar cloud providers
  • Knowledge of networking and database concepts specifically related to multi-tier applications.
  • Ability to create and understand Microsoft SQL Server scripts and stored procedures
  • Ability to read and parse error logs in multiple formats to identify core errors
 
POSITION CLASSIFICATION:   Exempt
 
 
FTI Consulting is an Equal Opportunity Employer
 
 
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#CB#Seattle, WA
 

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