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About the Role
Provide Third Level support to product and operations teams for your local LEAP Legal Software region or vertical. Work closely with Second Level helpdesk teams, offering high-level technical support and guidance, and ensuring accurate and timely escalations to LEAP Dev.
Responsibilities
- Troubleshoot live client environments, quickly identifying product, client data, or environmental issues.
- Collect the complete facts of an incident prior to escalation.
- Prioritize incidents according to severity and scope.
- Communicate with 3rd party software providers to resolve incidents/conflicts.
- Assist in the testing of core components during release.
- Provide advanced troubleshooting expertise and guidance to regional Second Level teams.
- Ensure all relevant client-facing teams are provided regular updates on outstanding Incident and Client Incidents.
- Communicate any changes in priority back to LEAP Dev teams for outstanding Incidents and Client Incidents.
- Identify helpdesk trends and communicate information for issue resolution.
Requirements
- Strong and proven Technical Troubleshooting skills.
- Experience working in an ITSM environment.
- Exposure to Intune.
- Strong prioritization skills.
- In-depth product knowledge of LEAP, JIRA and Salesforce.
- Strong understanding of various technical environments.
Skills
- Technical Troubleshooting
- ITSM
- Intune
- Prioritization
- LEAP
- JIRA
- Salesforce
- Technical Environments
Location
- Australia
- Canada
- United States
- United Kingdom
- Republic of Ireland
- New Zealand
Work Type
- Hybrid
Benefits
- Competitive salary
- Paid learning and development opportunities
- Free platinum gym membership
- Additional paid wellbeing day
- Social events
- Lunch-time sports teams (volleyball, netball, futsal, and basketball)
About the Company
- LEAP Dev is the “Software House” powering LEAP Legal Software, the leading provider of Legal Practice Management Solutions in the world.
- Part of ATI Global – one of the largest international LegalTech companies.
- Over 30 years of experience in reimagining productivity tools for lawyers and their staff.
- Market-leading software used by more than 78,000 lawyers and support staff.
- A fast-growing technology business with over 1000 employees across multiple countries.
- Committed to innovation and global expansion.
- Utilizes new technologies to enhance client experience.
- Encourages employee voice and collaboration.
- Invests in employee career development.
- Inclusive, people-first company committed to breaking down institutional barriers.
Equal Opportunity
- LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all the requirements above, we encourage you to still submit your application.