Job Description

Key responsibilities

  • Managing Citrix XenApp based infrastructure
  • Implementation and management of System center (VMM, SCOM, SCCM, SCSM, SCO)
  • Managing Hyper-V cluster
  • Managing the firewall
  • Provides effective support for windows server infrastructure, storage and additional data center environment.
  • Plans and implements upgrades and changes to infrastructure while following operational procedures.
  • Recognizes, and actively seeks ways to improve operational processes.
  • Takes responsibility for the technical issues in the back office infrastructure, resolves all problems while minimizing risks to the business.
  • Provides input to management on best practice and possible resolutions to technical issues.
  • Supports other team members in the best interest of the business.
  • Mentors and gives instruction to his team members and less experienced colleagues in all aspects of current and correct operational practice.
  • Uses available software or specialist monitoring tools to maintain awareness and control of the hardware and software. Identifies and rectifies a broad range of operational exceptions and error conditions and deals sensibly and responsibly with unexpected or extraordinary events or incidents, as directed by Incident Management function. Where these actions necessitate modification, restriction or complete removal of resources or services available, communicates with users, specialists and others, using appropriate methods (e.g. single point of contact such as Service Desk), to inform and escalate if necessary.
  • Responds to enquiries by users, specialists or others and is able to deal effectively with a broad range of complex problems, only escalating those which need specialist or management attention.
  • Conducts investigations of operational problems, makes proposals for improvement, and implements them when appropriate. Participates in reviews of systems performance, provides advice, and assists specialists or other system or service providers to plan details of amendments and upgrades to systems.
  • Track the incidents to conclusion in line with SLAs and quality standards.
  • Provide information about incidents analysis and KPIs.
  • Provide management and performance reports.
  • Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels;
  • Measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems. Ensure that the 2nd and 1st line actively participates in improving the usability and services.
  • Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities.
  • Identify and implement improvements to the Service Management ITIL aligned processes and tools in order to provide a more effective and efficient service to customers.
  • Ensure that the 2nd and 1st line is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers.
  • Ensure that the Company IT strategy and business plan are understood by all the team.
  • Meet goals and KPIs as set by the line manager.
  • Ensure that team’s KPIs are monitored, actions are taken.
  • In conjunction with Local Trainers team provides trainings to the office staff.
  • Is involved in various IT project tasks.
  • Contribute idea on how to reduce operational expenditure, identify revenue generation opportunities and ensure the firm can continue to operate.
  • Ensure all systems are patched, up to date and supportable within the manufacturer’s lifecycle requirements.
  • Drive through automation and self-service to ensure maximum efficiency.
  • In conjunction with the IT team, performs duties related to office IT equipment, consumables, accessories and software (Mobiles, laptops, printers, desktops and monitors, pen drives, CD burning and large data downloads, security cards, installation, configuration, maintenance and basic repairs, etc.).
  • In conjunction with the IT team, performs duties related to office IT network cabling and telephony in the office and data center.
  • Responsible for server room maintenance, HW stock checks and inventory lists for HW.
  • Monitors progress of requests for support and ensure users and other interested parties are kept informed. Takes corrective action to avoid or minimize delays.
  • Communicates effectively with firm and IT management to ensure visibility of ongoing problems.
  • Recognizes, and actively seeks ways to improve operational processes.
  • Provides input to IT management on best practice and possible resolutions to technical issues. Supports other team members in the best interest of the business.
  • Mentors and gives instruction to less experienced colleagues in all aspects of current and correct operational practice, troubleshooting and IT usage.

 

Characteristics, Skills & Experience required

Practical experience

- At least 3 years in a server admin role, responsible for server infrastructure in a medium to large enterprise

- Previous supervisory experience

- Advanced troubleshooting and diagnostics techniques

- Understanding budgets, forecasts, etc.

- Basic understanding of Human Resources issues

- Previous experience of IT in a law firm

- Previous IT support experience

- Relevant technical qualifications

- Experience of Call Centre telephony

- Experience of using a Help Desk tool

 

Education / Qualification

- University Degree

- ITIL Foundation certificate

- Microsoft, Citrix, Cisco Qualifications

Languages

 - Fluent English, other eastern European languages

Commercial Skills

- Experience of dealing with suppliers and service providers

- Understanding of Service Level Agreements

- Contract negotiation experience

- Some understanding of the operation of a law firm

 

Technology Skills

- Citrix XenApp

- Citrix NetScaler

- MS Hyper-V & XenServer

- PowerShell

- Microsoft Windows Server

- Microsoft Windows Desktop OS

- Microsoft Exchange

- HP ProLiant hardware, HP Storage

- Microsoft Infrastructure Services (AD, DNS, DHCP)

- Networking Fundamentals

- MCSE/MCSA

- Symantec NetBackup

- HP Systems Insight Manager

- SAN management

- Trend Antivirus

- Microsoft SQL Server

- Cisco networks/routing

- Server technology trends

- Storage Area Networks

- ITIL processes

- Firewall fundamentals

- Web content filtering

- IT Security


 

 

 

 

 

 

 

 

 

 
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Contact

Monica Cojocaru
Tel & Fax: + 40 21 411 6114

Tel: +40723165580

Romania