RennerBrown
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Infrastructure and Operations Engineer
Palo Alto, CA 94301 US | Work from home flexibility TELECOMMUTE US
Job Description
Role purpose
The purpose of this role is to provide 3rd-line support for all technology services supporting offices within the Americas region. This includes infrastructure, applications, and day-to-day operational support.
The Infrastructure and Operations Engineer is a technical point of escalation for any issues that cannot be resolved by the Service Desk or 2nd line Analysts. The Engineer will work closely with the ITSM, InfoSec, Applications, Program Management, Unified Communications, and other teams to ensure that the services are being delivered in a timely manner.
Key relationships
This role is a Sr. level engineer that will act as the technical escalation point for first and second line support analysts in the Americas. It is also responsible for all aspects of IT service delivery including direct user support.
Role and responsibilities
This position reports directly to the Manager of Technology Services - Infrastructure and Operations, and works closely with other members of the U.S. Information Technology team.
Key requirements
The purpose of this role is to provide 3rd-line support for all technology services supporting offices within the Americas region. This includes infrastructure, applications, and day-to-day operational support.
The Infrastructure and Operations Engineer is a technical point of escalation for any issues that cannot be resolved by the Service Desk or 2nd line Analysts. The Engineer will work closely with the ITSM, InfoSec, Applications, Program Management, Unified Communications, and other teams to ensure that the services are being delivered in a timely manner.
Key relationships
- The Service Desk is the first point of contact for internal customers and external clients, it is essential for the Engineer to deliver high levels of service to both these groups.
- Work closely with the third-line support team located in Central Eastern Europe.
- Directly support Team Leaders, Project Managers, Office Managers, and other key leadership members.
- Work closely with other IT Service Management teams around the world to ensure a seamless approach to support, service, and security.
This role is a Sr. level engineer that will act as the technical escalation point for first and second line support analysts in the Americas. It is also responsible for all aspects of IT service delivery including direct user support.
Role and responsibilities
- Provide a point of escalation for the Americas Deskside team and 2nd line Analysts.
- Resolve common 3rd-line issues in the region that would otherwise require on-call support.
- This includes supporting messaging services, networking services, data, and document management systems, building and facility infrastructure, and legal technology products.
- Serves as the point of contact for deploying and managing infrastructure projects and assets. Monitors the quality of project deliverables through client acceptance.
- Supports operational run functions with full “run book ready” documentation ensuring successful hand-over for long-term operations management. Helps identify and implement operational best practices.
- Provide support for Microsoft products including Windows operating systems, Office suite, Teams, Share Point, One Drive, Azure services, and additional products.
- This may require working closely with vendors, clients, management, or other internal support teams.
- Maintain all infrastructure, racks, UPS, wireless access points, etc. within the region.
- Work with 3rd party suppliers for telecoms, networks (LAN/WAN/Internet), and data centers to resolve ongoing issues and implement any new innovations that improve the A&O Americas' infrastructure.
- Planned emergency trips to the data center and other offices within the region.
- Ensure all issues and tasks are logged with updates within BMC Helix and all projects are updated frequently.
- Work closely with the IT Operations Manager to ensure a speedy resolution to customer issues.
- Work closely with other teams within the Americas and the remote Service Center.
- The role holder is expected to consider Information Security in all aspects of their role. The role holder is also expected to promote awareness and encourage compliance with Information Security policies. The role holder is required to complete the annual Information Security awareness training within the given time frame.
- Other duties and responsibilities as assigned.
This position reports directly to the Manager of Technology Services - Infrastructure and Operations, and works closely with other members of the U.S. Information Technology team.
Key requirements
- At least 5 years of IT experience, preferably within a law firm.
- Broad systems operations and engineering background: Multi-factor authentication solutions, VMware, Veeam, Zerto, Endpoint security software products, Cisco UCS Hardware, Dell EMC Storage products, EMC Networker, SQL Clustering technology, Windows Server, WAN & Lan solutions, Cisco Nexus, Routing, Switching, TCP/IP, High Availability, Citrix Netscalers, Unified Communications, video conferencing technologies.
- Have in-depth knowledge of application support for products such as Microsoft Exchange 2016, Microsoft 365, iManage and experience with email/web filtering technologies such as Mimecast and Zscaler.
- Experienced working and managing third-party vendors and consultant arrangements in support of projects.
- Ability to develop and meet performance measures, which will consider quality, complexity, and quantity of projects supported, level of interaction with operations management teams, staff training programs, management reporting & development, and adherence to capital budgets.
- Demonstrated ability to communicate complex technical issues and solutions to non-technical senior leaders and executives.
- Knowledge of Cisco Unified Call Manager, Cisco Jabber, and collaboration products such as Microsoft Teams, Cisco Webex are desirable.
- Knowledge of Windows Server 2016/2019, Active Directory, DHCP, and DNS.
- Ability to work on own initiative and keep up to date with new technologies
- Lifting of equipment (such as switches, servers and other hardware) may be required as part of this role.
- There is a requirement to work some weekends and out of regular working hours.
- This role will also include travel to any office in the Americas and occasionally within the global network.
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