Job Description TITLE: Systems Engineer DEPARTMENT: Information Technology SUPERVISOR: Director of Technology STATUS: Non- Exempt DATE: 2021 Manage and maintain multi-office network servers. Support remote access capabilities, including mobile devices, Windows Terminal Server, Citrix Presentation Server and Outlook Web Access. Manage SAN and NAS storage systems as well as a mixed VMWare and Microsoft Hyper-v environment. Manage and monitor data replication and firm wide backup technologies. Support e-mail archiving solution, network security, web and spam filtering as well as anti-virus solutions. Administer Cisco VOIP phone systems. Primary Job Functions Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for RKO’s end-users Answer support calls and e-mails addressed to the help desk and support end-users with general software, hardware and printer problems Solve problems over the telephone, via remote access or by visiting the workstation as appropriate; Escalate problems when necessary Accurately assesses and records problems in the problem management software by opening, assigning and tracking help desk tickets Document problem descriptions and resolutions including identification of root causes and close help desk tickets as appropriate Must be familiar with network protocols including TCP/IP and have a strong understanding of subnetting and VLANS Provisions, installs/configures, operates, and maintains systems hardware and software and related infrastructure, as well as participates in technical research and development to enable continuing innovation. Ensures system hardware, operating systems, software systems, and related procedures operate at optimal levels, including monitoring and documentation of said systems. This position has specific responsibility for Desktops, Application Support, Onboarding/Offboarding, Boardroom Technology, Mobile Device Management, Anti-Virus, Print Servers and File Servers. Installs new/rebuilds existing workstations and configures hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements. Support and manage Windows Desktop environment, Windows Server, SQL Server, SCCM, Live Communication Server and SharePoint and must be familiar with server technologies including Active Directory, DNS, DHCP and IIS Develops and maintains installation and configuration procedures including documentation. Provides Tier I & II support per request from various constituencies; investigates and troubleshoots issues. Maintains user accounts including e-mail distribution groups, AD accounts, and other relevant accounts. Performs periodic performance reporting to support capacity planning (desktop utilization metrics). Manage and upgrade network servers, including but not limited to SQL Server cluster environments Support Citrix Netscaler, Veeam Backups and VMWare ESX, VSphere virtual server environments as well as Microsoft Hyper-v Manage spam filtering solution from Mimecast as well as large file send Manage and maintain servers supporting mission critical business and legal/litigation applications Participate in on call rotation for network or application support Design, install, integrate, coordinate and supervise QA testing and deployment of new applications Design, install, test and deploy supporting servers and associated hardware and network infrastructure in support of business goals. Research and resolve hardware, software and network problems with other members of the technical staff or by contacting vendors directly Responsible for daily monitoring and maintenance of data backups in support of business continuity, disaster recovery and data restoration capabilities Responsible for monthly testing of data restoration capabilities Review logs to monitor security threats and health of network servers Determine the cause of malfunctions involving server hardware, operating system or applications and resolve as needed to restore system functionality Additional Job Functions Coordinate with vendors and outside consultants when equipment requires servicing. Place service calls, maintain service history logs, ensure that parts are ordered and installed, and follow-up with appropriate staff to be sure the problem was solved Document, publish and distribute all system changes and procedures to IT staff Notify and update the Director of Technology of all equipment problems and document their resolution or system changes Submit regular server reports and maintain logs of server failures Keep computer rooms in a clean, orderly, neat and professional manner Specific Skills, Knowledge And Abilities Required Excellent problem-solving and interpersonal skills Ability to effectively communicate to users on all levels and possess an excellent command of the English language (both oral and written) Must have patience and exhibit a positive customer friendly attitude and work in a team environment Must possess a strong technical understanding of the various hardware, software and networking systems being supported Must possess troubleshooting skills and thorough and aggressive follow through resolution; Ability to learn new techniques and implement new procedures is essential Education And Experience Bachelor of Arts or Science degree or Associate’s degree or four years’ experience in a law-firm environment preferred Job Conditions Office environment – must be able to lift at least 20 pounds Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The noise level in the work environment can at times be moderate This job description nor any other Firm document confers any contractual right, either express or implied, to remain in the Firm’s employ. Nor does it guarantee any fixed terms or conditions of employment. Your employment is not for any specific time and may be terminated at your will or the will of the Firm, with or without cause, and with or without prior notice. No supervisor or other representative of the Firm has the authority to enter into any agreement for employment for any specified period of time, or to make any agreement contrary to the above. The statements contained in this job description are not necessarily all-inclusive; additional duties may be assigned and requirements may vary from time to time.