Technical Services Consultant

**Description**:
The Technical Services Consultant provides technical installation, upgrade and support services to our clients. They deliver technical services based on established policies and procedures both remotely and on site as required.

This role can be based in any of our offices in Sydney, Melbourne or Brisbane.

**Key Responsibilities**:

- ** Installation & Upgrade Services**
- Remote installation of products in client environments (servers and workstations).
- Adherence to defined methods and processes to ensure a standardized set up is maintained.
- Liaise with client’s IT representatives to ensure all parties are aligned and transparency is achieved.
- Provide practical guidance and instruction to the client’s IT representatives to enable them to complete localised updates.
- Create, update and maintain documentation relevant to providing technical support.
- Liaise with Sales, Project Management and/or Technical Services Manager to determine scope of services and estimates of time required to perform requested technical tasks.
- Highlight any risks and propose solutions to mitigate those risks.
- **Technical Support**
- Provide L3 support for escalated L1/L2 tickets. Successful resolution of assigned incidents within agreed SLAs.
- Successful implementation of preventative measure to stop issue reoccurrence.
- Provide training and guidance to Level 1 Support, where applicable, to help build technical knowledge and self-sufficiency in the L1 support function.
- Investigate and diagnose technical issues that may manifest in Affinity and related products in client production environments.
- **Operations / Internal System Administration**
- Install, configure and monitor internal systems to ensure high availability.
- Ensure accurate time recording is maintained and updated in internal time keeping system. Participate in QA activities related to new product releases.
- Create, update and maintain documentation relevant to providing technical support.
- Flexibility to perform task or duties relevant to the role but not listed specifically.
- Develop and maintain automation scripts for efficient and consistent deployments.

**Skills, Knowledge & Expertise**:
Technical Experience:
Windows Client/Server Operating Systems (required)
Virtualisation Technologies such as VMWare/Hyper-V or equiv (required)
Windows Networking such as TCP/IP, Routing, DMZ, Firewalls or equiv (required)
Microsoft Office (required)
Exchange Remote Desktop Server (required)
Citrix Automation technologies and scripting such as PowerShell or equivalent (required)
Oracle administration and configuration (desirable)
Linux Operating Systems
- Red Hat (desirable)
Cloud Computing
- AWS/Azure (desirable)
Web technologies
- IIS/Apache/Browsers/Mobile Devices (desirable)

**Job Benefits**:
At Dye & Durham we strive to be visionaries As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering a range of learning and career opportunities through mobility and learning. We offer a host of benefits including additional personal leave, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

**About Dye & Durham**:
Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions - practice management, data insights and due diligence, and client onboarding - give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.

Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.