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Technical Consultant

Thomson Reuters Technology Development 1/30/2018 5:52:06 AM London, London United Kingdom
Job Description

Business Unit: Legal UKI

Our Legal organisation focuses on connecting our customers’ businesses to the ever-changing legal and regulatory environment.  We provide critical online and print information, decision support tools, software and services to lawyers who practice in law firms, in corporate legal departments and in the public sector. We are a growing business in the UK, especially since the acquisition of Practical Law Company in March 2013 and we are very excited about the next stage in our growth and how you can play a part in it. 

The Solcara team produces federated search solutions that enable a single query to be translated and transmitted to various information sources concurrently. Solcara Legal Search is a research application that enables a lawyer (or any knowledge worker) to search internal, subscription, government and other independent sources in real time from a single application. The returned result references can be organised into collections and shared with other users of the application. Bulletin Pro is a newsletter production system that manages the automatic searching of information sources, arranging new and updated article references into topics and newsletter issues that are then published. Solcara technology is deployed within many top law firms and also hosted by Thomson Reuters. Solcara technology is applicable to any information-rich environment where professionals or the public require the searching of diverse resources to get a complete answer to their queries.

Position Title: Technical Support Consultant

Position Type: Permanent

Role Purpose/ Summary:

Working as a Technical Support Consultant within the Thomson Reuters Solcara team you will be responsible for first line customer support and delivering minor enhancements to customer solutions.

You will provide courteous and prompt operational support relating to assigned application systems. This includes mitigating customer impact of issues, initiating action to determine root causes and implementing problem resolution. Maintaining the list of open calls and ensure that they are being addressed by the team in compliance with the service level agreements in place with the particular customers. Perform software installation and customer training.

As a Technical Support Consultant you will represent the Thomson Reuters Solcara business, you are required to work from the office and on customer sites if the need arises.

The Technical Support Consultant is responsible for monitoring the status of Solcara federated search connectors and hosted customer-facing applications, reporting any problems to team members.

Major Responsibilities / Accountabilities: 

  • First line customer support, including call logging, tracking and investigation
  • Maintenance and monitoring of the online support portal
  • Excellent written and oral communication skills and the production of internal and external reports as necessary
  • Create and maintain product and solution documentation including: Training Materials, Installation Guides, Release Notes …
  • An analytical approach to problem solving with an attention to detail and quality
  • Issue and maintain customer product licenses
  • A willingness and ability to travel in the UK and beyond as necessary     

Mandatory Skills and Experience:

  • Development experience, ideally in a .Net environment
  • Knowledge of Internet Information System (IIS)
  • Windows client and server administration experience
  • Microsoft SQL Server development experience
  • Some web technologies development experience including JavaScript, HTML and HTTP
  • Excellent technical and non-technical problem solving skills
  • Self-starter and proactive, always aiming for setting and achieving higher standards
  • Excellent written and verbal communication skills
  • Able to work on many tasks simultaneously
  • Good client communication with excellent listening skills

Desirable Skills and Experience:

  • Windows security knowledge with experience of Active Directory.

Education/ Certifications Required:

  • Computer Science or related degree or relevant experience

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.



Locations
London-United Kingdom
Req #: JREQ089688
Locations: London-United Kingdom
Job Function: Technology Development
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