L2 Helpdesk Technician

About this role

The Second Line Helpdesk Technician will be troubleshooting complex support tickets escalated by the first line support team. The successful candidate will assist in investigating, resolving and/or escalating cases as needed. The qualified candidate should show mastery of the LEAP application as well as knowledge on common issues and their resolutions. Responsibilities: · Advanced troubleshooting of advanced issues in an analytical manner, taking account of the clients’ needs and environmental factors · Record inquiries, issues, and their details within service tickets · Serve as a point of contact for technicians before case escalations · Proactively improve LEAP’s self-support center by developing better self-help material (written how-to articles, demonstrations, videos, and newsletters) · Providing technical documentation of replicable issues and escalation to Development teams or other departments as appropriate · Updating internal and external stakeholders of current known issues and development updates as documented in Jira · Training of level 1 technicians in escalations processes · Disseminating best practice solutions, process changes and updates to issues to helpdesk team · Occasional on-site visits for firms with advanced and widespread issues Requirements · 2 – 5 years’ experience in a customer service role · Strong commitment to provide exceptional customer service · Proficient in Microsoft Office Word, Outlook, and Excel · Expertise in the LEAP Legal Software Applications · Experience in providing technical support · Strong analytical and problem-solving skills · Excellent written and verbal communication skills · Effective time management skills · Ability to meet deadlines and commit to team goals · Attention to detail, ability to provide clear, concise instructions and advice · Ability to work in a fast-paced and quickly changing environment while displaying a positive and energetic attitude · Clear understanding of LEAP culture · 6+ months experience with LEAP Helpdesk · Detailed technical writing required for escalation to development Desired Skills: Legal degree or experience Previous experience of legal practice management software Bookkeeping/Accounting degree or experience, especially with Xero or QuickBooks Online Experience of supporting cloud-based software, and the likely issues that they present Experience with Salesforce or a similar CRM system Experience of using remote support tools (e.g.