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Job Information

Latitude, Inc. Sr. Application Engineer in Tampa, Florida

Duties and Accountabilities

The team is responsible for the support and maintenance including all enhancements and upgrades to the following systems

  • Citrix Environment including the following

  • Citrix XenApp 6.5, 7.8, Citrix XenDesktop 7.8, Citrix Netscalers v10 upwards, Citrix Web Interface and StoreFront and Citrix Receiver

  • User Profile Management

  • Secure File Sharing and SFTP

  • NQBillback

  • iManage v9 upwards

  • Microsoft SCSM

  • Lexis Nexis InterAction

  • Legal Specific Applications

  • The team is also responsible for the support of all other Business Systems Applications and the server environments that they run on

  • Act as technical lead on projects as requested

  • Stay up to date with market trends

  • Proactive approach to improvement of firms systems

  • Methods for cost estimation and risk analysis, requirements gathering and resource requirements

  • 3rd Line Support and 2nd Line Support where required

  • 24x7x365 on-call within a team rotation

Additional Responsibilities:

  • Maintain an attitude and behavior in keeping with our GTS Guiding Principles

  • Utilization of Service Manager ticketing system for incident assignment, resolution, and management is mandatory

  • Record and assign personal time on a daily basis to using the firm?s time recording system (DTE-Axiom)

  • To participate on global/regional/office project and/or virtual teams as request by management

  • To participate in meetings related to the activities of the GTS department or related projects, when requested

  • Maintain professional and technical knowledge by reviewing related professional publications

  • Stay in tune with the Firm?s growing projects for practical experience

  • Professional and comfortable interaction with all levels of staff

  • Maintain a professional demeanor at all times

  • Overtime may be required and should be expected to meet deadlines. Advance notice will be given whenever possible

  • Remain flexible with shift hours and lunchtime based upon the needs of the group

  • Uphold firm, departmental and team rules and procedures

  • Contribute to team effort through communication, cooperation and coordination with other team members

  • Regular, predictable attendance is required with the mandatory utilisation of the firm?s attendance system (where in use)

  • Ability to work within a Global environment taking into account time zones and cultural diversity

  • Undertake any other reasonable duties as requested by GTS management

  • Qualifications

Personal Qualifications

  • Degree, certifications, etc.

  • College degree or relative work experience

  • Team player who is ambitious and motivated

  • Excellent interpersonal skills and patience working with others

  • Must be able to multitask and work in a fast-paced environment

  • Must have excellent customer service skills

  • Capable of grasping new concepts without prior experience

  • Excellent verbal and written communication skills with the ability to write concise, accurate and readable technical documentation and reports

  • Successful track record of working in an IT Operations and/or IT Support background

  • Demonstrate a high level of technical expertise and ability

  • A professional service background would be preferred and ideally some experience of working in a Partnership

  • Motivated, self-starter with the ability to work alone or as part of a team without constant supervision

  • A flexible and adaptable team player

  • Good problem management skills ? able to see a problem through to a solution

  • Capacity to learn, to assimilate information quickly and to acquire new skills

  • Ability to analyze technical challenges and approaches solutions in a systematic fashion

  • Excellent oral and written communication skills are mandatory; ability to explain concepts and procedures in a variety of ways is essential

Technical Qualifications

  • Knowledge, skills and abilities required to perform this job

  • 5+ years experience in a tech support or engineering role

  • Working knowledge of getting applications installed and working on Citrix servers including MS Office Suite, Adobe and knowledge of standard Law Firm applications is beneficial and/or getting applications installed on Windows Desktop PC?s

  • In-depth and practical knowledge of Microsoft Windows Server Operating Systems and Active Directory

  • Advanced knowledge on Windows Desktops including GPO and Registry

  • Knowledge of Microsoft Networking

  • SQL knowledge and experience

  • Strong Scripting skills would be beneficial Install and evaluate new software and upgrades to existing software to ensure that the software meets the needs of the Firm and will integrate well within the existing environment, desktop and server alike

  • Design and configure software to meet the business needs of the Firm

  • Provide technical documentation to the Training, Support and Network Administration staff

  • Provide assistance to the Desktop Support Specialists and other GTS contacts in various offices with respect to Application Support activities

  • Mentor other members of the Applications Maintenance & Support Team and other support areas including but not limited to

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