
L2 Helpdesk Technician
Job Description
Posted on: June 27, 2025
The Second Line Helpdesk Technician will be troubleshooting complex support tickets escalated by the first line support team. The successful candidate will assist in investigating, resolving and/or escalating cases as needed. The qualified candidate should show mastery of the LEAP application as well as knowledge on common issues and their resolutions. Responsibilities:
- Advanced troubleshooting of advanced issues in an analytical manner, taking account of the clients' needs and environmental factors
- Record inquiries, issues, and their details within service tickets
- Serve as a point of contact for technicians before case escalations
- Proactively improve LEAP's self-support center by developing better self-help material (written how-to articles, demonstrations, videos, and newsletters)
- Providing technical documentation of replicable issues and escalation to Development teams or other departments as appropriate
- Updating internal and external stakeholders of current known issues and development updates as documented in Jira
- Training of level 1 technicians in escalations processes
- Disseminating best practice solutions, process changes and updates to issues to helpdesk team
- Occasional on-site visits for firms with advanced and widespread issues
RequirementsRequired Skills:
- 2 - 5 years' experience in a customer service role
- Strong commitment to provide exceptional customer service
- Proficient in Microsoft Office Word, Outlook, and Excel
- Expertise in the LEAP Legal Software Applications
- Experience in providing technical support
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Effective time management skills
- Ability to meet deadlines and commit to team goals
- Attention to detail, ability to provide clear, concise instructions and advice
- Ability to work in a fast-paced and quickly changing environment while displaying a positive and energetic attitude
- Clear understanding of LEAP culture
- 6+ months experience with LEAP Helpdesk
- Detailed technical writing required for escalation to development
Desired Skills: Legal degree or experience Previous experience of legal practice management software Bookkeeping/Accounting degree or experience, especially with Xero or QuickBooks Online Experience of supporting cloud-based software, and the likely issues that they present Experience with Salesforce or a similar CRM system Experience of using remote support tools (e.g. LogMeIn Rescue, ScreenConnect, etc) Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Work From Home
- Wellness Resources
- Stock Option Plan
- Salary $64,000-$68,000
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