Senior Tech Support Engineer

About the role

The Customer Enablement Consultant supports Managed Services clients with products and operational tasks, provides administrative and technical support for hosted e-Discovery applications, performs data transfers, creates or executes SQL scripts, and manages data processing, conversion, analysis, quality control, import, and other specialized tasks.

Responsibilities

• Support Managed Services clients with products and operational tasks (data intake, export, application assistance).
• Provide administrative and technical support for hosted e-Discovery applications.
• Create or execute SQL scripts and utilize applications and tools to improve efficiency and performance of current processes and workflows.
• Assume responsibility for day-to-day data processing, conversion, analysis, quality control, import, and other specialized tasks including interaction with other consultants, supervisors, and client personnel.
• Commit to providing excellent customer service, enhance customer experience and enable customers to use FTI supported applications and software.
• Liaise with senior team members and case teams to understand client requests, make informed recommendations, and manage expectations.
• Commit to producing high quality support and work product.
• Respond promptly and professionally to clients.
• Provide timely updates on progress of projects and tasks.
• Research, resolve, and respond to a variety of client inquiries.
• Engage appropriate resources to resolve and provide timely updates to clients.
• Fully document each issue/resolution.
• Participate in the team global shift rotation.
• Develop and nurture successful long-term relationships with internal and external clients.

Requirements

• 1+ years of supporting and using AWS services such as S3, EC2, Workspaces
• 1+ years of relevant post-graduate professional experience supporting enterprise clients, with an e-Discovery focus with hosted applications in a cloud environment.
• 1+ years of relevant post-graduate experience with data manipulation, data conversion and data analysis work in Microsoft SQL Server or any other database platform.
• Experience using e-Discovery processing tools (Relativity, Reveal preferred) and/or e-Discovery applications (Relativity, Reveal, or Nuix Discover).
• Ability to travel to clients and FTI Office(s) as needed.

Qualifications

• Technically savvy with a strong proficiency in Microsoft Windows and related software, especially Microsoft Office applications (Outlook, Word, Excel, PowerPoint, etc.).
• Understanding of EDRM.
• Intermediate ability to create and understand Microsoft SQL Server scripts and stored procedures.
• Familiarity with managing, processing, converting, and analyzing data from cloud, social media, and other emerging digital data sources such as O365, MS Teams, One drive, Dropbox, Slack, GSuite etc.
• Knowledge of SharePoint, SQL Server Reporting Services, SQL Server Integration Services, and any related Reporting platform.
• C#.Net programming experience.
• Strong conceptual and qualitative analytical skills.
• Knowledge and understanding of Cloud services and virtual compute.

Skills

• Technical proficiency in Microsoft Windows and related software.
• Experience with e-Discovery processing tools and applications.
• Proficiency in Microsoft SQL Server scripts and stored procedures.
• Experience with cloud computing and virtualization technologies.
• Strong analytical and problem-solving skills.

Benefits

FTI Consulting offers a comprehensive benefits package including health insurance, retirement plans, paid time off, and more. Specific details are subject to change and may vary by location.

Pay

Minimum Pay: $75,000
Maximum Pay: $95,000

Schedule

Hours and schedule are flexible and can vary based on project needs and client requirements.