Tech Support Engineer

FindLaw is the leading provider of online legal marketing services, widely recognized and trusted by legal professionals, consumers, and businesses. We empower our audience with comprehensive legal resources through our public and private online portals and FindLaw publications. Our platforms offer engaging, relevant, and credible legal information, personalized tools, and access to professional legal communities.

 

Our mission is to help attorneys and law firms grow their practices confidently, providing proven services that increase awareness, improve reputation management and ultimately drive case volumes across many different practice areas.  

 

Our network of solutions include SuperLawyers.com, FindLaw.com, LawInfo.com, Abogado.com, Super Lawyers print publication and many other digital solutions.

 

The Tech Support Engineer’s role is to maintain and improve the users’ productivity while providing the customers with a good experience when they request support. This includes analyzing and resolving end-user hardware and software issues in a timely and accurate fashion, providing end-user training where required, and gaining an understanding of the users’ needs and work habits so IT can proactively deploy appropriate services and tools leading to increased productivity. The Tech Support Engineer serves as an IT ambassador, advocator, and technology consultant to the business and works on building a trusted relationship with the user community.

 

RESPONSIBILITIES
- Must have: Establish a strong relationship with the business stakeholders, the General (Office) Manager, the direct supervisor.
- Monitor work orders and incident management system to ensure timely resolution to all tickets.
- Manage, troubleshoot and resolve cases with standard, high and critical severities.
- Assist with process improvements for the Corporate IT User Support Operations.
- Conduct onboarding and offboarding employees including administering and maintaining end-user accounts, permissions, and access rights.
- Support VPN connectivity software preferably with FortiToken security key.
- Support remote users through a variety of connectivity options ranging from LogMeIn Remote Access to VPN to VDI as requirements mandate.
- Interact with Corporate IT NOC, Corporate IT Telecom, Corporate IT Ops/Apps, and vendor's technical support group as needed to further enhance streaming performance and help troubleshoot system outages.
- Work with various Corp IT groups to test and deploy desktop automation initiatives and business applications.
- Investigate alerts created by IDS/IPS including malicious file uploads, compromise servers, and port scanning.
- Document procedures as needed.
- Responsible for site’s hard asset management and works with the Lead to establish and update procurement thresholds.
- Responsible for office conference room support which includes maintaining, troubleshooting, and supporting AV systems.
- Image computers.
- Ensure network connectivity of all workstations.
- Administer all IT equipment, hardware, and software upgrades/refresh.
- Work on special projects.

 

REQUIREMENTS
Education & Certification
- A college diploma or university degree in the field of Information Technology and a minimum of 2 years of equivalent work experience are required.
- Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma are a plus

 

Knowledge & Experience
- Working technical knowledge of network and PC operating systems, including Active Directory, Windows 10, and VPN
- Working experience with collaboration tools such as Google Workspace, RingCentral, or Microsoft Office 365.
- Working technical knowledge of network hardware, protocols, and standards including Dell servers.
- Hands-on hardware troubleshooting experience with Dell and Lenovo desktops and laptops.
- Experience with virtualization or virtual machine such as Hyper-V or VMware
- Working technical knowledge of computer imaging tools.
- Working knowledge of MAC Mini and MacBook Pro would be TERRIFIC!
- Knowledge of applicable data privacy practices and laws.

 

Personal Attributes
- Strong written and oral communication skills.
- Strong interpersonal skills.
- Ability to conduct research into networking issues and products as required.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong customer service orientation.
- Experience working in a team-oriented, collaborative environment.

 

In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.

 

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to start at $45k and will depend on your skills, qualifications, and experience. We encourage all interested candidates to apply.

 

Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth.  Internet Brands is a portfolio company of KKR and Warburg Pincus.

Internet Brands and its wholly-owned affiliates are an equal opportunity employer.