Application Specialist

Job Summary: We are seeking a highly skilled Application Specialist to provide first-call resolution support for hosted eDiscovery applications and infrastructure services. Primary duties include providing client-facing L1-L2 technical support of hosted eDiscovery applications. The Application Specialist would also assist with monitoring servers and storage resources in supporting applications and IaaS services. This individual will support and resolve break-fix incidents, fulfill service requests, perform application testing, and assist with performance troubleshooting. The role is ‘hands-on’ and will require an individual with the ability to learn and adapt to new technologies. You will be expected to understand and adhere to documented policies, procedures, and guidelines for the day-to-day execution of support and operational tasks. The Support Specialist reports to the Technical Services Manager and is an Operations team member.

Responsibilities:

• Application Support: Provide first-call resolution support for hosted eDiscovery applications including Relativity, Brainspace, 4iG, and supporting infrastructure resources. Address complex technical issues in collaboration with Application and System Engineers.
• Ticket Resolutions: Responding to customer-submitted tickets, working tickets through resolution, regularly updating tickets with status, following ticket hand-off procedures, and escalating tickets to senior team members when required.
• Application Monitoring: Monitor performance and availability of hosted eDiscovery applications and supporting infrastructure. 
• SQL Scripting: Execute SQL or PowerShell scripts for application support, system management or report generation.
• Request Fulfillment: Provision new databases, user accounts, access requests, expand storage resources, and fulfill other customer requests as needed following documented procedures.
• Data Migrations: Assist customers with migrating workspaces and databases from 3rd party environments into hosted application instances following established processes.
• Customer Onboarding: Assist with new partner or customer onboarding as required.
• Software Installation: Installation of software on servers or virtual desktop environments as required following standard processes and procedures.
• Documentation: Create and maintain comprehensive documentation such as FAQs, Knowledge Base articles, troubleshooting guides, and SOPs.
• Flexible Role Adaptation: Adapt to various assigned duties in evolving technology scenarios.
• Alerts and On-Call Rotation: Respond to critical alerts during the working day, and after hours per published on-call rotation schedule.

Minimum Qualifications and Education Requirements:

• Certifications: CompTia A+, Microsoft or equivalent experience.
• Education: Bachelor's degree in IT, or equivalent experience in a related field.
• Experience: Minimum of 3 years in IT or eDiscovery.

Technical Skills:

• Working knowledge of web-based applications
• Working knowledge of Microsoft SQL or relational databases.
• Working knowledge of SQL and PowerShell scripting.
• Working knowledge of major server operating systems including Windows Server editions and Linux distributions.

Preferred Requirements:

• Certifications: ITIL v3 or ITIL v4 Foundations certification. Relativity Certified Administrator.
• Application Support: Proficiency with common eDiscovery applications such as Relativity, Brainspace, Reveal, NUIX, LAW.

Job Requirements:

• Practical understanding of information technology concepts, protocols, industry best practices and ITIL processes.
• Excellent problem-solving skills with a keen attention to detail
• Ability to work under minimal supervision and under your own initiative.
• Ability to collaborate with other teams across multiple time zones and geographies.
• Occasionally working evenings or weekends as required for scheduled or emergency maintenance.