IT Operations Engineer

IT Operations Engineer

Provide operational and second-/third-level end-user support to lawyers and staff for the firm's technologies and software-including Windows, Microsoft Office, document management, remote communication applications, telephony, and other firm applications-while serving as part of the team responsible for supporting the firm's network technologies, including Windows Servers, virtual server infrastructure, desktops, IP telephony/UC systems, and associated network connections, hardware, and applications; duties include configuring devices, setting up end-user equipment and work areas, performing operating system and software upgrades, assisting with installation and deployment of physical servers and VMware/Hypervisor hosts, maintaining the office's physical technology infrastructure, and troubleshooting circuits, routers, switches, load balancers, firewalls, VoIP, and other network-related issues.

• Work with the architects and engineering teams in planning new application installs or executing upgrades to existing applications, new systems technology solutions and upgrading existing systems components; based on the delivery specifications
• Support and maintain all firm applications
• Research and resolve all escalated trouble tickets for firm applications and hardware
• Where appropriate, assist the Service Desk and other IT Operations Engineers with resolving tickets that originate in an Operations Engineer resident office.
• Manage end-user accounts, permissions, access rights, and storage allocations in accordance with firm practices regarding nomenclature, privacy, and security for all desktop-based applications and services
• Execute and maintain Standard Operating Procedures (SOPs) for the administration of relevant applications, systems, and technologies - identify gaps in processes or documentation and suggests improvements
• General support and administration of network infrastructure components including switches, hubs, wireless access points, remote access devices, and phone and voicemail systems
• Use systems management software to monitor and configure/maintain the firm's systems
• Participate in testing the firm's Disaster Recovery / Business Continuity solutions and processes; including backup/restore, and storage replication
• Maintain cable plant, coordinating with cable vendors as needed
• Perform other duties as assigned
• Function as second level support within the Operations group to assist with issues before they are escalated to other groups.
• Maintain and review tickets in tracking system for quality control measures. When necessary, provide follow-up and assistance to other staff members when corrections or adjustments need to be made.
• Identify and resolve problems with hardware and software in use within the office. Identify solutions to systemic problems. Document general and specific troubleshooting techniques in the firm's support ticketing system. Provide assistance to other support staff with this process as needed.
• Remain abreast of all firm technologies and applications, software enhancements, new software and technology trends through online references, periodical information, and attending relevant training and seminar sessions.
• Manage end user accounts, permissions, access rights, and storage allocations in accordance with firm practices regarding nomenclature, privacy, and security for all desktop-based applications and services.
• Document and update processes and procedures.

• Perform other duties as assigned

• Bachelor's degree in computer science/information systems or equivalent certification from an accredited technical training school or equivalent (2-4 years) experience in general Information Systems/computer support
• 2-4 years' experience in a Windows environment with working knowledge in regard to maintaining and optimizing systems
• 2-4 years' experience in operating systems/application software integration and installation automation using standard tools and scripting. (SCCM, Power Shell, Group Policies)
• 2-4 years' experience with one or more of the following (emphasis may vary depending on immediate needs of the…