Operations Analyst - Silicon Valley

Palo Alto, CA 94301

Posted: 11/29/2021 Job Category: Analyst Job Number: 1959

Job Description


The purpose of this role is to provide 3rd line application and infrastructure support to the offices

within the Americas region. The Operations Analyst is a technical point of escalation for any issues that cannot be resolved by the Service Desk and 2nd line Analyst and will also work closely with the 3rd line teams in service center on any outstanding issues and change related/project work.


  • Provide a point of escalation for the Americas Deskside team and 2nd line Analyst
  • Resolve common 3rd line issues in the region that would otherwise require on-call support - this includes email, iManage, networking, voice and web based issues that cannot be resolved by the Service Desk.
  • Resolve Windows server (currently 2012/2016) based issues working closely with 3rd line suppliers and the Infrastructure team in the service center.
  • Maintain the racks in the New Jersey data center and all Americas offices.
  • Maintain all infrastructure, UPS, switching, wireless access point etc. within the region.
  • Work with 3rd party suppliers for telecoms, network (LAN/WAN/Internet) and data center to resolve ongoing issues and implement any new innovations that improve the Americas' infrastructure.
  • Assist with imports/exports of data from iManage and Microsoft Exchange.
  • Be a lead for projects in the region that relate to their area.
  • Planned and emergency trips to the data center and other offices within the region.
  • Microsoft 365 support as we make the transition to the cloud.
  • Ensure all issues and tasks are logged with updates within BMC Helix and all projects are updated frequently.
  • Work closely with the IT Operations Manger to ensure 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 timeframe.



  • At least 5 years IT experience, preferably within a law firm.
  • Have in-depth knowledge of application support for products such as Microsoft Exchange 2016, Microsoft 365, iManage and experience of email/web filtering technologies such as Mimecast and Zscaler.
  • Knowledge of installing, setup and configuration of Cisco switches, wireless AP's (and firewalls desirable).−Knowledge of Cisco Unified Call Manager, Cisco Jabber and collaboration products such as Microsoft Teams, Cisco Webex are desirable.
  • Knowledge of Windows server 2012/2016, Active Directory, DHCP and DNS.−Proven troubleshooting skills with both hardware and software.
  • Ability to work well under pressure and manage competing priorities.
  • Excellent communication skills.
  • Flexible, customer focused approach to service delivery.
  • To meet specific, agreed metrics and maintain these.
  • A good team player who is willing to share skills and experience with others.
  • Ability to work on own initiative and have a desire to learn and keep up to date with new technologies
  • Please note that lifting of equipment (such as switches, servers and other Infrastructure) 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.

Meet Your Recruiter

Joe Turek

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