ROLE OVERVIEW //

We are recruiting for an experienced IT Infrastructure Support Engineer to join the Technology Department.

The IT Infrastructure Team is part of the Technology Department and the wider Business Services function based at the firm’s head office in London. Its purpose is to manage the entire IT Infrastructure for the firm’s global offices.

The IT Infrastructure Support Engineer is responsible for all operational monitoring, support and administration of the Firm’s global 24x7 mission critical IT Systems. The IT Infrastructure Support Engineer is part of the IT Infrastructure operations team and reports to the IT Infrastructure Operations Manager.

KEY RESPONSIBILITIES //

The key responsibilities of this role are set out below and there may be others which are not listed. The IT Infrastructure Support Engineer may require some working outside our normal working hours of 09:30-17:30, such as covering some evening shifts; 16:00-00:00 and take part in the on-call rota.

Support Engineering

Full Life cycle management of all IT systems.
3rd line support for all core technologies.
Administration and troubleshooting of all IT systems.
Updates, upgrades & transition to cloud were possible.

Performance, Availability and Security

99.995% core availability and enterprise performance for all core systems.
100% patching, supportability and full compliance of all systems.
Resolution and investigation of any major incidents.

Monitoring Automation

Managing and monitoring of core systems, processes, quality of service, security and performance.
Manage a program of work to reduce the team’s manual resistive tasks using automation tools

3rd Level Support

24x 7 monitoring of the 3rd level support ITSM system, provide workarounds or resolution to any problems.
Liaison with 3rd party suppliers on system issues.
Ensuring that all members of 3rd level teams have the knowledge, procedures and access to manage and diagnose messaging issues.

The IT Infrastructure Support Engineer is a member of the IT Infrastructure team. This role has a focus on support and delivery of the firm's core technology stack, specifically M365 & Endpoint Management, document management and legal support systems. With the firm’s recent migration to the cloud the successful candidate will have experience managing IaaS such as Azure and O365 services such as MS Teams and exchange online. They are responsible for making sure that these systems run smoothly, perform within agreed targets, and provide a secure platform for the company's business operations.

Microsoft Windows 10 workstations using Microsoft Office, iManage DMS and legal applications.
Large Microsoft Windows Server base and managed environment utilising VMWare technology.
Microsoft Cloud Services – Azure, Intune, Office 365, Teams
Exchange Server 2016
Cisco based networking, Checkpoint Firewalls
HPE hardware, SolarWinds and Microsoft SCOM management systems.
Citrix Virtual Apps and Desktops and Netmotion remote access.
SolarWinds, Tenable Security Centre and MS TVM.
Advanced Cyber security systems and tools. Microsoft ATP Defender
ISO27001 and ISO22301 accreditations and Cyber Essentials Plus certification

The role must uphold the mission statement for the department:

Strive for Continual Service Improvement.
Maintain the firm’s security and cyber accreditations.
High availability for all of our core IT Systems.
Endeavour to ensure a proactive service approach to all functions and procedures.
The use of best practice ITIL processes throughout.
Provide and maintain a high level of IT performance at all times.
A risk-based approach to all processes.
User first in all decisions and designs.
Full business continuity of core systems.
Maintaining a culture of providing exceptional levels of customer service at all times.

CANDIDATE PROFILE //

Candidates for this position must have:

Be able to demonstrate success in managing 24x7 high availability IT environments.
Experienced in Information Technology Infrastructure Library (ITIL) processes, procedures, and roles.
Microsoft Accreditations, Windows server 2019\2022, Azure, 356 or equivalent.
A good understanding of the Microsoft Technologies (Microsoft Exchange, AD, Polices, SCCM, SCOM, Intune (Endpoint Manager) Windows Server, SQL).
A good understanding of Vmware and underlying storage architectures.
Have a proactive mind-set and experience in Infrastructure automation.
Be flexible to take part in on-call rota and to cover shifts as and when required to do so.

Slaughter and May

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