Responsible for maintaining situational awareness and ensuring the computing environment remains up and available with minimal interruptions. Own and drive the Incident Management Process for all unplanned outages and planned outages. Provide Tier 1 backend troubleshooting and support across all teams, systems and engineers
Broad understanding of the systems that makeup an enterprise such as LAN/WAN, Exchange, SQL, Document Management, Share Point, Mobile computing, physical and virtual servers, SAN/NAS, Citrix, and monitoring tools.
Proactively monitor the enterprise to ensure the environment is available and stable.
Think, reason, and act to minimize or prevent service interruptions and degradations.
Aggressively investigate and identify issues or potential issues and respond appropriately.
Quickly and accurately communicate the status to appropriate personnel.
Act as primary escalation and focal point for the IT Department.
Provide leadership and guidance to teams, engineers, and analysts during triage events.
Exercise good judgment, make sound decisions, and drive restoration efforts.
Provide Tier 1 backend troubleshooting and support across all teams, engineers and systems.
Assist other Teams with critical maintenance and tasks as requested.
Available and adaptable to work various shifts in a 24x7x365 operation and be on-call for emergency response.
Remain up-to-date on new technology and their implementation.
May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various Firmwide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities. Occasionally travel to other offices as needed.
Education: Bachelor’s Degree in Computer Science or Information Technology, or equivalent work experience. Additional training/certification in relevant area of study strongly preferred
Experience: Experience providing support to users and IT operations required.
Experience in a law firm or other service environment a plus.
Critical thinking, deductive reasoning, and problem solving skills
Keep management up-to-date on incidents and events in the enterprise.
Maintain positive control of the environment.
High aptitude to learn new technologies and develop new skills quickly.
Excellent communications and listening skills
Manage escalation notification and rapid communications
Remain calm in fast-pace and high-stress environment.
Professional demeanor and attitude while being assertive
Exercise influence over a wide range of individuals
Challenge information if the response does not fit the situation
Strong interpersonal and relationship building skills.
Ability to collaborate with internal and external customers and teams.
Ensure all incidents are accurately and thoroughly documented
Proactively identify opportunities to improve NOC and self.
Manage priorities and tasks appropriately.
Work as an individual and as a part of a team.
Knowledge and understanding of enterprise technologies, including but not limited to:
Virtual Desktop Infrastructure
Enterprise Monitoring Tools
Able and willing to travel occasionally via car, train, and airplane.
Be the advocate for end-user experience.
Supervisory Responsibilities: None.
Equipment To Be Used: Personal computer and other office equipment such as telephone, calculator, fax, machine, copier, scanner, etc.
Typical Physical Demands: Manual dexterity sufficient to operate standard office equipment.
Typical Mental Demands: Able to deal with stress associated with fast-paced work environment. Multiple priorities/tasks. Make judgment decisions and adapt to changing work situations. Grasp and apply new ideas. Communicate with various personalities at all levels.
Working Conditions: Works in typical office setting. Occasionally called upon to work hours in excess of your normal daily schedule.
Reed Smith offers a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401 (k) plan.
Qualified candidates only, No search firms. Reed Smith is an Equal Opportunity Employer.
Reed Smith's success depends heavily on the effective utilization of qualified people, regardless of their race, ancestry, religion, colour, sex, age, national origin, sexual orientation, gender identity and/or expression, disability, veteran's status, or any characteristic protected by law. As a firm, we adhere to and promote equal employment opportunity for all.
Reed Smith is a global relationship law firm with more than 1,800 lawyers in 25 offices throughout the United States, Europe, Asia and the Middle East.
Founded in 1877, the firm represents leading international businesses, from Fortune 100 corporations to mid-market and emerging enterprises. Its lawyers provide litigation and other dispute resolution services in multi-jurisdictional and high-st...ake matters, deliver regulatory counsel, and execute the full range of strategic domestic and cross-border transactions. Reed Smith is a preeminent advisor to industries including financial services, life sciences, health care, advertising, technology and media, shipping, energy trade and commodities, real estate, manufacturing and education. For more information, visit reedsmith.com