Digitus Consultants Hires Professionals to work remotely from Lebanon for US, UK and Australia based companies

Main purpose The Global Infrastructure team provide the escalation point in the business for complex technical investigations, applying broad IT Infrastructure knowledge of a wide range of Enterprise systems. The Lead Infrastructure Consultant leads a team of technical consultants, responsible for all regions in which BigHand operate and across BigHand’s broad range of software solutions. The Lead Infrastructure Consultant will develop a full understanding of the product delivery, support, and integration lifecycle, driving towards a resolution any client incidents, consulting on service requests and product related improvement opportunities. Covering the whole customer journey, spanning across various underlying technologies, the Global Infrastructure team will liaise with Clients and internal teams, to build and improve customer experience and product adoption. The candidate should have a customer focus mindset with prior technical experience supporting and administering business solutions; a keen interest in keeping up to date on product changes, new features, and best practice within the Legal industry.

Key responsibilities/Accountabilities

▪ Lead, coach & mentor the Global Infrastructure team

▪ Create development plans for team & facilitate a continuous learning environment

▪ Performance management – Appraisal, Performance Improvement Plans, Objective Setting, Competency benchmarking

▪ Act as an escalation point for the Customer Services and Technical Services teams for any technical incidents, following documented case management processes

▪ Assist with triaging client related issues, working closely to diagnose and resolve complex incidents. Carry out investigations focused on restoring product functionality

▪ Manage the end-to-end case lifecycle, working with Product Specialists, Development and Account Management teams towards a suitable resolution

▪ Troubleshoot product specific integration challenges, working with client IT specialists and BigHand Development to understand, document and address product shortcomings

▪ Improve team knowledge through knowledge articles, training session while identifying any product or service-related improvement opportunities

▪ Drive process improvement initiatives & technical best practices

▪ Attend internal and external service review meetings and ad-hoc remote client calls to discuss service/adoption challenges

Skills experience required

▪ Detail orientated and organised

 ▪ Process focussed including driving process continual improvement

▪ Tenacious problem solver with a proactive attitude to drive case resolution.

▪ Ability to troubleshoot issues methodically between multiple systems and application layers.

▪ Proven 2 nd/3 rd line troubleshooting skills, root cause analysis and technical expertise.

▪ Capable of understanding new technologies as part of an investigation.

▪ Able to manage time effectively between multiple active investigations.

▪ Excellent communication and presentation skills - both virtually and face to face.

▪ Highly competent in documenting complex technical investigations and supporting knowledge articles Technical Skills/ Experience

▪ Experience in supporting Windows Desktop and Server environments (including the wider Microsoft Tech stack i.e. Active Directory, Group Policy, SCCM, Azure SSO, Hyper-V).

▪ Experience in supporting server and desktop virtualisation platforms i.e. Microsoft Hyper-V, VMWare vSphere, Azure Virtual Desktop, Citrix VDI.

▪ Strong working experience of Office 365 and SharePoint.

▪ Experience with DMS Platforms i.e. iManage (on Prem / Cloud), OpenText, NetDocs.

▪ SQL knowledge covering standard querying and backups.

▪ Ability to decipher, debug or work with code (XML, VBA, C#, VB.NET)

▪ Programming using Office macros (VBA) and scripting knowledge (PowerShell)

▪ Familiarity with common application architectures (Database, Business Layer/App Layer, REST API, Web Clients, Rich Clients)

▪ Experience troubleshooting network appliances (Firewalls, Proxy’s, Load Balancers) with tools such as Wireshark, Fiddler. Desirable skills but not essential

▪ Legal industry knowledge

▪ Healthcare industry knowledge

▪ Experience of user acceptance testing

All your information will be kept confidential according to EEO guidelines.