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10 months ago
Herbert Smith Freehills
Location: London
Job type: Permanent
Category: Professional Support Jobs
Unified Communications Analyst - Production Support


The opportunity

* Microsoft Exchange 2010
* Enterprise Vault versions 10 & 12
* Skype for Business
* Airwatch or similar MDM solution
* Blackberry BES
* Messaging antivirus, spam filters and security services
* Video Conferencing technology
* Basic Telecommunication principles and technology
* Applications monitoring and reporting
* Excellent technical knowledge, initiative and willingness to take responsibility for the messaging and unified communications environment and supporting infrastructure
* Recognises and responds to the priority and urgency of incidents, takes ownership and drives through resolutions
* Adapts quickly and willingly to technology changes and able to apply knowledge to new and existing technology for business problem resolution
* Ownership of relevant serious and major incidents, focusing on speedy restoration of service and resolving business problems
* Provide operational delivery, support, maintenance and contributes towards design of all changes to messaging and unified communications infrastructure
* A strong focus on building effective relationships and positively influencing others as an integral part of the team
* Proactive in the elimination of preventable outages through enhanced monitoring and alerting
* Progress assigned projects and improvements to deliver on time and to budget, working to agreed procedures.
* Excellent communication skills, articulating technical details clearly and concisely for a consistent approach
* Supports the international offices in the delivery and support of unified communications technology.

Skills, experience and qualifications

* Evidence of experience proving operational 3rd line support across unified communications technologies in an international organisation with multiple data centres
* Extensive Microsoft Exchange 2010 knowledge and associated peripherals in a predominantly virtual environment including good knowledge of supporting the underlying hardware
* Good overall knowledge of Office 365 including implementation, administration and support
* Comprehensive knowledge of Skype for Business, including support, installation and improvements and associated supporting tools. Skype for Business mobility experience desired
* Good knowledge of enterprise vault both version 10 and version 12, migration experience from 10 to 12 useful
* Established administrator of AirWatch MDM (or similar) solution including the management and distribution of OS and apps
* Ability to demonstrate real world experience of using Powershell to write scripts and automate tasks
* Good understanding of Windows OS, Active Directory and LDAP in a multi-site environment
* Good understanding of telephony VoIP principles including SIP trunking and integration points with video conferencing and Skype for Business
* Day to day management of entire messaging hardware and operating systems ensuring all updates and patches are regularly assessed and applied
* Keep up to date with emerging technologies in the field of unified communications and make recommendations to colleagues and management around new developments
* Ensuring all systems are backed up where required and can be restored as appropriate
* Familiarity with server management tools such as SCCM, SCOM etc
* Provision 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 environments
* Tenacious in uncovering and eliminating root cause of issues
* Escalation of serious issues to vendor support , attending and contributing towards service reviews and supporting improvement plans as required
* Day to day monitoring of capacity and availability of all services and globally, including creation and provision of capacity and availability reports as required
* Ability to use initiative and be pro-active, with good attention to detail and high level of accuracy
* Strong organisational skills and ability to prioritise, takes responsibility for completing tasks
* Excellent service orientation skills
* Enthusiastic, positive and committed team member
* Ability to cope with conflicting demands and meet deadlines and remains calm under pressure
* Relevant technical certification (MCSE or equivalent)
* ITIL Foundation Certification
* This role may require occasional international travel to other international offices to support major projects and initiatives
* This role requires the participation of an on-call 24/7 rota after a suitable qualifying period
The 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)

Group / Team

Information Technology

Group / Team description

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 training
• infrastructure: networks and systems, servers (real and virtualised), disaster recovery, business continuity and IT security
• innovation and technology: driving the increasingly important adoption of technology in new ways
• development: 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 type

Business Services

Contract type


Working pattern

Full Time

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