Unified Communications Analyst - Production Support

Herbert Smith Freehills
South East England
19 Jul 2017
15 Aug 2017
Contract Type
Innovative, efficient and effective IT systems are essential to the successful operation of a global law firm like Herbert Smith Freehills. The information technology team keeps our global team of lawyers and Business Services staff connected, whether we're in the office or on the move.Information technology is responsible for everything information systems-related. That includes:technical support: IT helpdesks, asset management (including laptops and mobile devices) and technical traininginfrastructure: networks and systems, servers (real and virtualised), disaster recovery, business continuity and IT securityinnovation and technology: driving the increasingly important adoption of technology in new waysdevelopment: designing and acquiring business applications.While the roles within the division may vary, all involve providing the very best services and systems. You may also have the opportunity to work on challenging projects across the firm.ROLE RESPONSIBILITIESMicrosoft Exchange 2010Enterprise Vault versions 10 & 12Skype for BusinessAirwatch or similar MDM solutionBlackberry BESMessaging antivirus, spam filters and security servicesVideo Conferencing technologyBasic Telecommunication principles and technologyApplications monitoring and reportingKEY PERFORMANCE INDICATORSExcellent technical knowledge, initiative and willingness to take responsibility for the messaging and unified communications environment and supporting infrastructureAdapts quickly and willingly to technology changes and able to apply knowledge to new and existing technology for business problem resolutionOwnership of relevant serious and major incidents, focusing on speedy restoration of service and resolving business problemsProvide operational delivery, support, maintenance and contributes towards design of all changes to messaging and unified communications infrastructureA strong focus on building effective relationships and positively influencing others as an integral part of the teamProactive in the elimination of preventable outages through enhanced monitoring and alertingProgress assigned projects and improvements to deliver on time and to budget, working to agreed procedures.Supports the international offices in the delivery and support of unified communications technology.QUALIFICATIONS, EXPERIENCE & SKILLSEvidence of experience proving operational 3rd line support across unified communications technologies in an international organisation with multiple data centresExtensive Microsoft Exchange 2010 knowledge and associated peripherals in a predominantly virtual environment including good knowledge of supporting the underlying hardwareGood overall knowledge of Office 365 including implementation, administration and supportComprehensive knowledge of Skype for Business, including support, installation and improvements and associated supporting tools. Skype for Business mobility experience desiredGood knowledge of enterprise vault both version 10 and version 12, migration experience from 10 to 12 usefulEstablished administrator of AirWatch MDM (or similar) solution including the management and distribution of OS and appsAbility to demonstrate real world experience of using Powershell to write scripts and automate tasksGood understanding of Windows OS, Active Directory and LDAP in a multi-site environmentGood understanding of telephony VoIP principles including SIP trunking and integration points with video conferencing and Skype for BusinessDay to day management of entire messaging hardware and operating systems ensuring all updates and patches are regularly assessed and appliedKeep up to date with emerging technologies in the field of unified communications and make recommendations to colleagues and management around new developmentsEnsuring all systems are backed up where required and can be restored as appropriateFamiliarity with server management tools such as SCCM, SCOM etcProvision and management of the base Active Directory domain in order to provide a foundation for desktop, administration and application teams to build and maintain the user environmentsEscalation of serious issues to vendor support , attending and contributing towards service reviews and supporting improvement plans as requiredDay to day monitoring of capacity and availability of all services and globally, including creation and provision of capacity and availability reports as requiredAbility to use initiative and be pro-active, with good attention to detail and high level of accuracyStrong organisational skills and ability to prioritise, takes responsibility for completing tasksExcellent service orientation skillsAbility to cope with conflicting demands and meet deadlines and remains calm under pressureRelevant technical certification (MCSE or equivalent)ITIL Foundation CertificationThis role may require occasional international travel to other international offices to support major projects and initiativesThis role requires the participation of an on-call 24/7 rota after a suitable qualifying periodThe core hours of the role are on a rotation basis between the hours of 08:00 - 18:00,( i.e. 08:00-16:00, 09:00-17:00, 10:00-18:00)