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Job Title: iManage Support Engineer (Job # 6770) | Apply Now
Job Description: IMANAGE SUPPORT ENGINEER SUMMARY: We are looking for enthusiastic technical customer support professionals with iManage document management systems certification to join our team. Our support engineers provide remote customer service while answering questions, installing software, or troubleshooting technical issues. These individuals should possess excellent communication and customer service skills to help effectively address complex issues with non-technical end-users. This position responds to, resolves, and escalates incoming technical client issues and requests submitted by phone, e-mail, or client portal with a focus on superior customer service. IManage Engineers are specifically responsible for support of iManage systems for our customers. ESSENTIAL FUNCTIONS: o Accept client requests for assistance and troubleshoot technical issues o Document steps for resolution and communicate progress to clients o Maintain Service Tickets, entering time and documentation and closing when complete o Escalate issues to management when necessary o Communicate effectively with clients, technical staff and executives o Assist with technical implementations when assigned to a project o Interact with iManage Support to resolve complex issues o Migrate data into iManage systems from a variety of existing DMS platforms o Attend continuing education classes to remain certified on iManage products o Participate in rotating shifts to provide after-hours support to customers as needed EXPERIENCE/EDUCATION REQUIRED: o Associates Degree in Computer/Network Systems or equivalent experience o Network+, A+, ITF+, MTA, MCP or equivalent experience o Minimum of 2 years' experience in a technical support position o Minimum of 2 years' experience in direct user support role REQUIRED SKILLS: o Develop and maintain a deep technical knowledge of iManage products o Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, TCP/IP o Expertise in Windows 10, 8, 7, and Microsoft Office Applications PREFERRED EXPERIENCE: o BA/BS in a Technical field o IManage Certified Systems Engineer (ICSE) certification o Working knowledge of SQL database technologies (relating to iManage) o Ability to write technical white papers, blogs, and solutions o Legal application support experience o MCSA, ITIL, MCSE certifications. o Experience with Cloud computing o AWS Certified Cloud Practitioner/Certified Foundational Certification Active Directory Administration iManage FileSite iManage Work / iManage Cloud



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