iManage Support/Helpdesk

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Position description
The iManage support positions are available in our UK office . We provide support and products for the iManage document management system as well as Trinogy invented and developed software. The primary duty of the role is to manage and deal with issues logged by clients, in a timely and professional manner.
Why Us? Trinogy is a fast growing software company with a reputation from our clients of outstanding support, attention to detail, competitive pricing and being easy-to-work with. We consistently win new business against our competitors by devising commercially attractive solutions to business problems. We provide ongoing training to all staff, opportunities for overseas travel for client work or conference attendance, ‘work-life’ balance, a competitive salary package, profit sharing/bonus, ongoing training, incentives to excel and importantly we reward innovation and excellence in the role.
Mandatory skills, experience and requirements of the role This would suit someone providing level 2 or 3 help desk support for iManage. You will have a solid knowledge of all iManage software products. Be able to communicate with knowledge and confidence to clients about iManage and Trinogy products and how they will be implemented at their site to deliver benefits. To work closely with the management of the business to ensure swift escalation of client issues where appropriate. Research and identify solutions to client technical problems. Assist sales team from time to time. Duties & accountabilities
– Report to and take direction from the Country technical manager.
– Ensure the call queue is managed efficiently and in a timely manner.
– Respond to issues raised from clients promptly.
– Engage with our clients in a pleasant and courteous manner.
– Display initiative in your role.
– Provide technical training to the other members of the team on key products.

Additional responsibilities
Occasionally weekend or after-hours work may be required.
Respond to high priority calls out of hours if required.
Client site visits
Overseas travel

Experience sought To be considered for this role you must have experience of supporting the installation of all modules of iManage. Ideally, you will be an iManage Systems Engineer (iCSE ) or at least capable of being certified in a short period of time. You will need to provide evidence of in-depth technical knowledge of iManage. All technical skills are expected to be at a level considered to be very experienced, i.e. minimum guidance required by the company to the engineer for problem resolution at a client site, with at least 2 years background in both iManage server and client side implementations. Microsoft Windows technologies, Microsoft Active Directory & networking principles, MS SQL, ideal but not mandatory TSQL, IDOL installation and tuning, Communications server install and tuning.

Personal Attributes
– Excellent telephone manner, able to speak fluently and confidently on the phone and importantly get your message across
– Excellent interpersonal skills and ability to liaise with clients at varying levels
– Able to work as a team player task management, prioritisation skills, great time management skills, able to juggle multiple demands at the same time
– Self-motivated with a willingness to learn and develop
– A keenness to help us enhance and improve our software
– Meticulous attention to detail and follow through
– Easy to work with style and character Ideally, an understanding of or certification in ITIL