IT Support Analyst

🕒 Junho 12

🗽 New York – Remoto

🗽 New York – Remote

💵 $60.000 - $75.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Magna Legal Services

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2007

💼 Consultoria

🛡️ Seguros

📦 Logística

💰 Debt financing em 2020-02

Consulting • Insurance • Logistics

A Magna Legal Services é uma fornecedora, com sede nos EUA, de serviços de suporte completo para contencioso para escritórios de advocacia, seguradoras, corporações e agências governamentais. A empresa oferece serviços de court reporting e depoimentos virtuais, recuperação de registros, serviços de citação, serviços investigativos e de idiomas, monitoramento de redes sociais, pesquisa e consultoria de jurados (JuryConfirm, JuryEvaluator, JuryScout), apresentação de julgamento e gráficos, e suporte relacionado ao julgamento. A Magna também produz conferências jurídicas e programas de CLE/CE e oferece ferramentas online e agendamentos em toda a nação para apoiar o litígio desde a fase de discovery até o julgamento.

Descrição

• Field inbound tickets, calls, and chats from court reporters using Maggie • Resolve common issues in real time: account access, settings, configuration, how-to questions • Triage incoming issues: is this a Maggie product issue, a hardware/IT issue, or a feature request? • Coordinate with Magna IT teammates when the root cause is the user's machine, network, or peripheral • File clean, reproducible bug reports with our engineering pod (Restless Labs) when the issue is in the product • Take on-call shifts for P0 emergencies — when a deposition is in progress and Maggie is down, you're the person who gets it back up • Update the knowledge base as you learn what's common — every fix you figure out should make the next ticket faster • Build Maggie Specific hardware kits that include laptops and specialized mixers (East Coast) • Watch for patterns and flag them to the product team

🎯 Requisitos

• 3+ years in customer-facing technical support — B2B SaaS, IT help desk, legal tech, or similar • Calm under pressure. You've been the person on the line when a customer's live event is broken and the clock is ticking. You don't panic — you fix or you route, and you keep the user informed. • Sharp triage instincts. You can tell the difference between "this is a product bug" and "this is a laptop issue" without a 45-minute back-and-forth. • Strong written communication. Our users are legal professionals. They notice writing quality. Tickets, emails, and knowledge base articles all need to be clean. • Comfortable on Windows and Mac with basic networking fluency (Wi-Fi troubleshooting, audio device configuration, browser diagnostics). • Self-starter. This is a brand-new team. The runbooks don't exist yet. The process is what we build together. If you need an established playbook before you can act, this isn't the right role. • Available for on-call rotation. P0 incidents happen during live proceedings. We pay a stipend per shift. • Based in the Eastern time zone, available 8a–5p ET • **Bonus points** • Experience in legal tech, court reporting, or working with attorneys or paralegals • Familiarity with remote deposition platforms, transcription software, or audio/video capture tools • Light scripting or SQL\KQL skills for log analysis • Ticketing system experience (Zendesk, ServiceNow, Jira Service Management, or similar) • Knowledge base authoring experience

🏖️ Benefícios

• Equal employment opportunities • Prohibits discrimination and harassment of any type