Technical Support Engineer | Technology

Functional areas
About FTI Consulting:

FTI Consulting is a global business advisory firm, dedicated to helping organisations navigate and manage a diverse range of complex issues and business challenges. Our expertise covers the spectrum of Corporate Finance & Restructuring, Economic Consulting, Forensic & Litigation Consulting, Strategic Communications and Technology. We are a company of more than 4,600 professionals with annual revenues in excess of $1.8 billion, with offices located in every major business centre in the world.

Our professionals are some of the most experienced leaders in their fields, and advise across a range of industries. Our clients engage us for high-stakes concerns or emerging opportunities that require specialised expertise, and over the past two decades we have been engaged to work behind the headlines on some of the biggest news stories to date.

FTI Consulting is a fast growing and vibrant place to work. Steered by our values of Integrity, Creativity, Achievement, Empathy and Respect, its meritocratic culture invites both collaboration and healthy debate. We are large enough to be trusted by our clients to solve their biggest issues and yet small enough to know our colleagues on a personal level enabling better team working and a supportive culture to develop your career goals and ambitions.

About Technology:

Our Technology practice uses our people and our technology to help clients identify, collect, analyse, and review electronic documents and data to locate the key evidence. Our team of over 500 professionals around the world includes e-discovery experts, software developers, and forensic specialists. They're industry leaders, and have been involved in some of the largest e-discovery matters of the past decade, which means they have the experience to help clients whatever their challenges.

About the Opportunity:

The Technical Support Engineer role will provide expert technical and application support to our diverse customer base. Including, but not limited to troubleshooting complex software, hardware, and process issues. The successful candidate will also be required to write a variety of technical knowledge articles, reports, brochures, and/or manuals for documentation, for a wide range of uses. Standards documents will include policies, guidelines, and standard operating procedures.

Primary Duties:

  • Provide local, regional, and global support for Ringtail, Relativity and other hosted applications
  • Assist FTI Customers with onsite and remote implementation of FTI products, including implementation, configuration and testing
  • Respond promptly and professionally to customer issues received via helpdesk ticketing system, email and telephone
  • Develop and document enterprise architecture specifications for FTI product deployments
  • Research, resolve and respond to a variety of customer inquiries.
  • Engage appropriate resources to resolve and provide timely updates to customers
  • Fully document each customer issue/resolution
  • Regularly suggest system and process improvements
  • Work closely with members of the development team to define and influence product design and functionality
  • Administer users through Active Directory and application administrative interfaces
  • Participate in the team's On-call rotation
  • Develop and nurture successful long-term relationships with clients
  • Collaborate with Technology Direct Licensing to develop Ringtail training materials
  • Collaborate with data centre operations teams to create support documentation
  • Collaborate with Technology Documentation team to develop Ringtail documentation
  • Create and maintain internal and external support documentation including policies, standard operating procedures, guidelines and knowledge articles
  • Perform other duties as assigned
  • Travel required to clients and to FTI office(s).

Education and Qualifications:
  • BSc or BA degree in related field or commensurate work experience

Skills and Competencies:
  • Excellent verbal and written communications skills
  • Strong organisational skills, attention to detail and technical judgment
  • Ability to work independently and collaboratively to provide excellent client service in demanding, deadline-drive situations
  • Ability to effectively communicate and coordinate with peers and senior management when required
  • Experience and creativity in troubleshooting software/hardware/process problem
  • Ability to guide/contribute to support process improvement
  • Efficient and effective problem resolution abilities; ability to think clearly under pressure
  • Ability to analyse, identify, and communicate corrective actions
  • Regional and International travel - Up to 30%

  • Significant experience of Computer Helpdesk/Application Support or relevant IT experience
  • Demonstrable experience supporting of hosted applications
  • Previous Ringtail software experience is desirable
  • Proven experience in litigation support or related legal area is highly preferred
  • Understanding of legal terminology, litigation objectives, and litigation support specific technologies (Concordance, Summation, LAW, Nuix etc.) is desirable
  • Familiarity with Outlook, MS Exchange Server, and Lotus Notes
  • Knowledge of networking principles, Microsoft 2008 R2, 2012 R2 and newer operating systems, IIS web server, infrastructure/troubleshooting
  • Experience supporting enterprise systems, including Windows Server, Red Hat Linux, Microsoft SQL Server, Active Directory, and Virtual environments
  • Knowledge of Team Foundation Server, SharePoint, SQL Reporting Services, Amazon Web Services (AWS) and Azure data centres
  • Ability to create and understand Microsoft SQL Server scripts and stored procedures
  • Ability to debug C and .NET source code
  • Current Microsoft and other Technology Certifications #LI-KR1
Our Benefits

Apart from the well-structured career path and excellent team environment, our employees enjoy a variety of perks and benefits.

We offer a competitive benefits and wellbeing programme including private medical insurance, dental insurance, life insurance, income protection, flex critical illness cover, 5% employer pension contribution, holiday buy, discounted gym membership, interest free travel loans, paid volunteer hours and corporate matching for charitable donations, and much more.

About FTI Consulting

What makes us unique? With more than 6,250 employees located in offices in every corner of the globe, we are the firm our clients call when their most important issues are at stake. Regardless of what level you are, you will have the opportunity to work alongside and learn from top experts in your field on high-profile engagements that impact history. Our culture is collaborative, and we value diversity, recognition, development and making a difference in our communities.

FTI Consulting is publicly traded on the New York Stock Exchange and has been recognized as a Best Firm to Work For by Consulting magazine and one of America's Best Management Consulting Firms by Forbes . For more information, visit and connect with us on Twitter ( @FTIConsulting ), Facebook and LinkedIn .

FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation. #LI-KR1

Job information

Firm: FTI Consulting

Location: London



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