Infrastructure & Operations Engineer

Palo Alto, CA 94301 | Work from home flexibility

Posted: 12/06/2022 Job Number: 2226

Job Description

Infrastructure & Operations Engineer
Job Description
This role is a Senior Level Engineer that will act as the technical escalation point for the 1st and 2nd line Support Analysts in the Americas. The engineer is also responsible for all aspects of IT service delivery, including direct user support as needed, and project work to support the U.S. offices and Americas data center.
Role Purpose
The purpose of this role is to provide 3rd line support, as well as deploy and maintain technology solutions, for all IT services used by our client’s offices and data centers in 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 following global teams: InfoSec, Network Operations, Applications/Database, Change Management, Unified Communications/Enterprise Messaging, and others to ensure that 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 Infrastructure and Operations Engineer to deliver a high level of service to both of these groups.
  • Extensively collaborate with the 2nd and 3rd line support teams located in Central Eastern Europe.
  • Directly support Team Leaders, Project Managers, Office Managers, Partner Attorneys, and other key leadership members.
  • Work closely with IT teams around the world to ensure a seamless approach to support, service, and security.
  • Coordinate and implement changes with Managed Services Provider account team in the Americas data center.
Role and Responsibilities
  • Provide a point of escalation for the Americas desk-side support team and 2nd line Analysts.
  • Resolve common 3rd line issues in the region that would otherwise require after-hours/on-call support.
  • This includes troubleshooting and helping to support messaging services, networking services, data, and document management systems, building and facility infrastructure/security, and legal technology apps.
  • Serves as the point of contact for deploying and managing infrastructure projects and related assets.
  • Monitors the quality of project deliverables from the start through to client acceptance.
  • Supports operational functions with full “run book ready” documentation, ensuring successful hand-over to teams for long-term operations management. Also helps to identify and implement operational best practices.
  • Provide support for Microsoft products including Windows Server, Office suite, Teams, Share Point, One Drive, and other products by working closely with vendors, clients, management, or other internal support teams.
  • Participate in discussions/projects related to the firm’s Azure “cloud first” initiatives.
  • Maintain all IDF and MDF infrastructure, server racks, UPS, PDU, wireless access points, etc. within the region.
  • Work with third party suppliers for telecoms, network (LAN/SD-WAN/Internet) and data center to resolve ongoing issues and to implement any new innovations that improve overall infrastructure.
  • Available for planned or emergency trips to the data center and other offices within the region as needed.
  • Ensure issues and tasks are logged with updates in BMC Helix ticketing, and all projects are updated frequently.
  • Works closely with the IT Operations Manager to ensure speedy resolution to customer and VIP/Partner issues.
  • Work with other teams within the Americas and the remote Service Center located in Central Eastern Europe.
  • Engineer is expected to consider Information Security in all aspects of their role and also expected to promote awareness and encourage compliance with the existing Information Security policies.
  • Required to complete the firm’s annual Information Security awareness training within a given timeframe.
  • Other duties and responsibilities as assigned.
Key Requirements
  • At least 5 years of IT experience, preferably within a law firm.
  • Broad systems operations and engineering background:  Active Directory, Multi-factor authentication, VMware vSphere, Endpoint security applications, Cisco UCS server hardware, Microsoft SQL Clustering technology, Windows file server management, WAN & LAN solutions, Cisco routing and switching hardware, TCP/IP, High Availability, Load balancers, Cisco Unified Communications, and video conferencing technologies.
  • Have in-depth knowledge of application support for products such as Microsoft Exchange 2016, Microsoft 365, iManage document management, and experience with email/web filtering technologies such as Mimecast and Zscaler.
  • Experience with StruxureWare, Cisco ISE, MobileIron, Aternity. SCCM, and Ivanti, is also a plus.
  • Experience coordinating and managing third party vendors and consultants in support of IT 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 issues and solutions to non-technical senior leaders and executives.
  • Knowledge of Cisco Unified Call Manager, Jabber, and collaboration products such as Teams and Cisco Webex is desirable.
  • Knowledge of Windows server 2016/2019, Active Directory, DHCP, DNS, DFS.
  • Prior experience working with a managed services provider (MSP) is a plus but not required.
  • Possess the ability to work on own initiatives and keep up to date with new technologies.
  • Previous experience with legal applications such as CompuLaw and CourtAlert is desired, but not required.
  • 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 business hours.
  • This role will include travel to any office in the Americas and occasionally within the A&O global network.
Team
This position reports directly to the Manager of Technology Services - Infrastructure and Operations in the U.S. and works closely with other members of the Infrastructure and Operations team, as well as those staff abroad.
 

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