2nd Shift Technical Support Staff

2nd Shift Technical Support Staff Deloitte Financial Advisory Services LLP ("Deloitte FAS") offers advice to clients on critical financial and economic events and transactions through the service lines of Corporate Finance, Forensic & Dispute Services, Reorganization Services and Valuation. The experience, deep industry knowledge and specialized skill sets of our dedicated Deloitte FAS professionals, combined with the resources of the Deloitte Touche Tohmatsu international network of member firms, enables us to provide assistance to our clients. In the U.S., the Deloitte FAS practice consists of approximately 1,000 professionals.   In 2008, Deloitte Financial Advisory Services LLP (Deloitte FAS) will open a new facility in Hermitage, TN for e-discovery and computer forensics work.  Deloitte FAS' E-Discovery Solutions Center ("EDSC") will increase the capacity, quality, and efficiency of Deloitte FAS' e-file processing by utilizing state-of-the-art technology in a dedicated environment.  The EDSC will be an important foundation from which we can launch our effort to seize a leadership position in a market expected to reach $4 Billion in service revenue by 2010.  We are looking for dedicated individuals to join Deloitte FAS' Analytic & Forensic Technology practice and help drive the success of the EDSC.   The EDSC will be a 24x7, 365 days a year operation.  This role will be for a 2nd shift position.  The position will be located in Hermitage, Tennessee which is located outside of Nashville.   We are currently seeking qualified Technical Support Staff.  The Technical Support Staff will analyze data, identify problems and recommend corrective action.  The Technical Support Staff will also: - Troubleshoot common conversion errors and provides data validation to ensure quality assurance on all final products. - Conduct searches and formulate effective search syntax using multiple Litigation Support tools such as Concordance, Summation, Ringtail, Introspect, Autonomy/Aungate, Attenex, etc. - Be responsiblefor the maintenance, loading and quality control of document databases, images and load files. - Be able to create subsets of data or take previously collected volumes and transfer the data in between multiple Concordance or other Litigation Support applications databases. - Interface with outside operations staff, the technical staff and outside vendors to address and resolve routine database issues and maintain quality control. - Assist in user training regarding common review platforms and databases used within the EDSC, such as Concordance, Summation, Ringtail, Introspect, Autonomy/Aungate and Attenex.     Job Responsibilities:   §         Provide second level (tier 2) support to end customers, primarily in support of our Web-based Litigation Support platforms (Concordance, Relativity, Introspect, and Attenex Mapper). §         Utilize tools, technologies, and processes to monitor, manage, and improve Service Delivery §         Report design, reliability and maintenance problems §         Provide troubleshooting support and fix issues and problems, analyze reasons for failure, revise procedures and document as needed §         Utilize the incident management process to acknowledge, route, escalate, and report on incidents that impact mission critical systems. This includes resolution, documentation, and communication. §         Liaise with Customer Support Staff, the Customer Support Lead, Engineering and ITS staff to discuss issue resolution and documentation and to improve information sharing §         Work with management to implement operational processes and procedures to ensure complianceQualifications: §         2-year degree in a technical discipline (e.g. Computer Science, Computer Information Systems, etc.) or equivalent experience required. Bachelor's degree preferred §         1-2 years experience in a service support role, such as a Help Desk, Call Center, or related function §         High level understanding of infrastructure used in a 24x7 production environment, such as servers, storage, networking, and data center elements preferred §         Hands-on experience with one or more Litigation Support applications (Review tools) §         Ability to critically, creatively, and practically analyze issues §         Ability to handle confidential information and discern confidential from non-confidential information §         Experience in a fast-paced, customer driven, technical operations environment  §         Excellent verbal, interpersonal, and written communication skills §         Excellent problem solving skills §         Excellent customer service relationship skills §         Excellent attention to detail §         Working knowledge of HP Service Desk, HP Open View or other tools (e.g. Remedy) preferred §         Experience using WebEx Remote training software preferred §         Law firm or litigation experience preferred §         Proficiency in service desk application, scheduling application and all web hosting applications - Concordance, Relativity, Introspect, and Attenex Mapper §         Proficiency in Citrix and RSA environments §         Understanding load file formats for respective platforms §         Understanding of E-Discovery process to include the review process §         Attain certifications:  Concordance, Introspect, Attenex Certified trainerAbout DeloitteDeloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu and its member firms. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Deloitte LLP and its subsidiaries are equal opportunity employers.