Network Operations Center Technician

FIRM INTRODUCTION

Reed Smith LLP, a top-25 international law firm with 1,000 lawyers located throughout the United States and Europe, represents Fortune 100 as well as mid-market and emerging companies. Clients include financial services firms, life sciences companies, health care providers, technology companies and entrepreneurs, power generators and suppliers, manufacturers, universities, non-profit organizations, real estate developers, and municipalities throughout the United States and in 40 countries. For more information, visit www.reedsmith.com.

 

POSITION SUMMARY

Responsibilities include support, trouble-shooting hardware, software and network related problems in a 24/7 environment.  Acts as a centralized communication and coordination point for global efforts to maintain and respond as necessary to production events. 

 

ESSENTIAL FUNCTIONSResponsible for monitoring customer applications and operational architecture through a Network Operating Center (NOC) environment to ensure Service Level Agreements are met. Available and adaptable to work various shifts in a 24x7x365 operation and be on-call for emergency response.Participate in the planning, acquisition, and implementation of applications, monitoring tools and physical equipment including servers, network hardware, infrastructure and environmentals.. Act as primary escalation point for Network Operations issues arising from within, and outside, the company to coordinate and act as a communication bridge during issues.Provide escalation status notification throughout the enterprise on service impacting events.Make decisions and take actions to prevent network interruptions and service degradation. Comprehensive understanding of networking (LAN, WAN), server administration, SAN and blade technology, enterprise applications such as Exchange, SQL 2000, Server 2003, and trouble ticketing systems.Monitor firm wide backups, created status reports and alert on issues.Routinely exercise self sufficient analytical skills, carry out plans with little supervision and respond positively in high pressure situationAbility to manage all data center environmentals including operational support systems such as AC, electric, UPS, fiber and UTP cabling requiring some liaison with the appropriate vendor.Assist in system related maintenance and environmental changes as requested, and provide assistance in testing new or upgraded applications.Remain current on marketplace trends and Reed Smith application developments in order to provide on-time service to users.Track and update events in the trouble ticketing system in a clear and efficient manner.May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various Firmwide S&T initiatives.  Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.

 

REQUIREMENTS

 

EDUCATION:

Bachelor’s Degree in Computer Sciences or equivalent work experience.  Additional training/certification in relevant area of study strongly preferred.

 

EXPERIENCE: 

Two years experience providing support to users and IT operations required.  Experience in a law firm or other service environment a plus.

 

SKILLS
Extensive knowledge of PCs and the Microsoft Office suite.  Excellent communication and interpersonal skills, as well as the ability to work with individuals at all organizational levels.  Possess a customer focus and have a track record of providing the highest level of customer service.  Able to organize and prioritize issues and workload.  Good decision maker and proven ability to manage time, people, and resources in order to meet deadlines.  Demonstrated ability to manage projects and handle multiple competing priorities.  Ability to take initiative in handling projects and anticipating what needs to be done.  Able to solve problems quickly, effectively, and diplomatically.  Flexibility and ability to adapt to constantly changing priorities.

 

EQUIPMENT TO BE USED
Personal computer and other office equipment such as telephone, typewriter, calculator, fax machine, duplicating machine, etc.

 

PHYSICAL & MENTAL DEMANDS
Must be able to deal with stress associated with a fast paced work environment, including handling multiple tasks on a daily basis.  Must be able to make judgment decisions and handle daily, routine responsibilities.  Must be able to adapt to changing work situations and grasp and apply new ideas.  Must be able to communicate with various personalities at all levels of management and staff.

 

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.  EOE