IT Network Operations Center Technician

Location: Pittsburgh, PA

Job Type: Full Time / Permanent

Responsible for maintaining situational awareness and ensuring the computing environment remains up and available with minimal interruptions. Own and drive the Incident Management Process for all unplanned outages and planned outages. Provide Tier 1 backend troubleshooting and support across all teams, systems and engineers.

Responsibilities:

  • Broad understanding of the systems that makeup an enterprise such as LAN/WAN, Exchange, SQL, Document Management, Share Point, Mobile computing, physical and virtual servers, SAN/NAS, Citrix, and monitoring tools.
  • Proactively monitor the enterprise to ensure the environment is available and stable.
  • Think, reason, and act to minimize or prevent service interruptions and degradations.
  • Aggressively investigate and identify issues or potential issues and respond appropriately.
  • Quickly and accurately communicate the status to appropriate personnel.
  • Act as primary escalation and focal point for the IT Department.
  • Provide leadership and guidance to teams, engineers, and analysts during triage events.
  • Exercise good judgment, make sound decisions, and drive restoration efforts.
  • Provide Tier 1 backend troubleshooting and support across all teams, engineers and systems.
  • Assist other Teams with critical maintenance and tasks as requested.
  • Available and adaptable to work various shifts in a 24x7x365 operation and be on-call for emergency response.
  • Remain up-to-date on new technology and their implementation.
  • May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various Firmwide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities. Occasionally travel to other offices as needed.

Education & Experience:

  • Bachelor’s Degree in Computer Science or Information Technology, or equivalent work experience. Additional training/certification in relevant area of study strongly preferred
  • Experience providing support to users and IT operations required. Experience in a law firm or other service environment a plus.
  • Critical thinking, deductive reasoning, and problem solving skills
  • Keep management up-to-date on incidents and events in the enterprise.
  • Maintain positive control of the environment.
  • High aptitude to learn new technologies and develop new skills quickly.
  • Excellent communications and listening skills
  • Manage escalation notification and rapid communications
  • Remain calm in fast-pace and high-stress environment.
  • Professional demeanor and attitude while being assertive
  • Exercise influence over a wide range of individuals
  • Challenge information if the response does not fit the situation
  • Strong interpersonal and relationship building skills.
  • Ability to collaborate with internal and external customers and teams.
  • Ensure all incidents are accurately and thoroughly documented
  • Proactively identify opportunities to improve NOC and self.
  • Manage priorities and tasks appropriately.
  • Work as an individual and as a part of a team.
  • Knowledge and understanding of enterprise technologies, including but not limited to:
  • Data Centers
  • Networking
  • Security
  • Server
  • Telecommunications
  • Document Management
  • Virtual Desktop Infrastructure
  • Mobile Computing
  • Databases
  • Storage Platforms
  • Cloud Computing
  • Enterprise Monitoring Tools
  • Power Shell
  • Able and willing to travel occasionally via car, train, and airplane.
  • Be the advocate for end-user experience.

**Shift for this position is Monday – Friday: 12:00 AM – 8:30 AM

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