IT Engineer - End User Computing

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Role summary/purpose of job

The End User Services teams sit within Service Delivery function ensures that the core IT infrastructure and core business applications run efficiently, effectively and securely.

To operate the firm's end-user computing client environment.

Key responsibilities and deliverables

Provides technical expertise to enable the correct application of operational procedures. Contributes to the planning and implementation of maintenance and installation work. Identifies operational problems and contributes to their resolution. Provides reports and proposals for improvement to specialists, users and managers;

Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures;

Develops implementation plans for dealing with more complex requests for change. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change;

Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation;

Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to modify demand for a particular resource or service;

Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Ensures that all requests for support are dealt with according to set standards and procedures;

Engages with project management to confirm that products developed meet the acceptance criteria and are to the required standard. Feeds into change management processes;

Ensures system configuration information is complete, current and accurate;

Liaises with third-party support services;

Contributes to the availability management process. Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures;

Maintains/updates Knowledge Base articles owned by the team whenever reviews are required;

Maintain and develop the end user computing environment consisting of Windows 7/10 workstations and Citrix XenDesktop 7 infrastructure and profile management;

Carries out agreed operational procedures, including software release, patching and maintenance;

Assesses and analyses release components. Provides input to scheduling. Ensures release processes and procedures are maintained;

Uses application management software and tools to investigate issues, collect performance statistics and create reports;

Defines the integration build and produces a build definition for creation of the software package(s). Configures the client hardware environment, produces integration test specifications, conducts tests and records the details of any failures;

Ensures current and future builds are compliant with security requirements consisting of antivirus updates and third-party penetration testing;

Maintains and updates documentation whenever required particularly during/after system updates.

Key requirements

Essential

Microsoft Client O/S (Windows 10)

Microsoft Office 2016 / 365

Maintaining Windows as a Service

Microsoft Active Directory / Azure Active Directory / Group Policy management

Microsoft Intune / Endpoint Manager

Microsoft System Centre Configuration Manager 2012+

Desirable

Ivanti Environment Manager 10.x

Ivanti Application Control 10.x

Ivanti Patch

Apple Mac OS including JAMF Management

Nexthink Endpoint Monitoring

Citrix XenDesktop 7.15 and above

Desirable Qualifications

ITIL Service Management Foundation certification (or equivalent)

MCSA, MCSE, MCP.

Competencies

Clear and concise written and oral communication skills

The ability to build working relationships with a range of people at all levels

Proactive approach with a 'can-do' attitude

Identifies and communicates opportunities to improve the way that work is done

Excellent organisational and time management skills with the ability to manage tasks efficiently

Works successfully as part of a team, sharing knowledge, collaborating with and supporting colleagues

Excellent customer service skills with a helpful and responsive approach

Flexible in approach and adaptable to change

Resilient and calm under pressure

Motivated, results and delivery focused with a commitment to quality of work

Takes ownership and actively looks for personal learning and development opportunities

Demonstrates sound judgement

A commitment to the highest level of integrity

Focuses on finding the right solutions and problem solving

An understanding of working across cultural boundaries

Freshfields Overview

Freshfields Bruckhaus Deringer is a major international law firm, providing business law advice of the highest quality. We want to be the law firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,400 lawyers in 28 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions and governments.

Our people make our firm - we are a people business and want to create a welcoming and supportive environment where all can flourish. We see diversity as a strength which creates fresh perspectives and generates new ideas. We enjoy our work and are determined to do an outstanding job. We deliver best when working in teams. Our culture is a product of the combined mindsets and behaviours of our people which is through the Being Freshfields principles, outlined below:

we show respect to everyone

we are there for one another

we are open with each other

we are positive role models

We think and work globally - we don't just say we are one firm; we act like one firm right across the world. We work wherever our clients need us. This is how we define ourselves, not by reference to where we have offices. Cross-border work isn't just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.

We aim to add value in everything we do - we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals. In everything we do, we seek to make a real difference to the communities in which we operate.

You will be joining us at the start of this initiative and helping to shape this new and exciting way of delivering our global services. Whatever your area of expertise, this is a place where you can be yourself and really flourish.

Freshfields is committed to promoting equality and diversity and to developing a culture that values differences, recognising that employees from a variety of backgrounds make important and positive contributions to our business and how we service our clients.

The IT Department

Our primary goal in IT is to enable exceptional client service through technology. We work closely with all teams across the firm to understand their technology needs and provide the tools and services that they need to be productive and service clients effectively. Through the Technology Roadmap that we maintain we coordinate technology initiatives across the firm and ensure alignment with firm strategy.

The Global Centre (Europe) serves as our new base for the central IT team and we have recently established our IT Service Desk, Testing and Service Operations teams in this new location. We are continuing to build the team in the Centre to ensure the global delivery of high quality and consistent IT services in an efficient manner.

We operate as a truly global team with the central team working closely with regional colleagues in most of our offices. We are responsible for all aspects of technology and communications within the firm.

About Service and Transformation Function

The Service and Transformation function is responsible for the operation and delivery of technology change (transformation) at Freshfields. The function operates on the concepts of "DevOps" to accelerate the delivery of change through the resources within the function working on projects and initiatives whilst supporting existing and new systems within the firm.

Like all large organizations Freshfields has legacy systems as well as embarking on a five-year IT roadmap to transform the firm delivering legal services using new technologies, embracing cloud and SaaS platforms. To deliver this ambitious plan, a DevOps model has been adopted to accelerate the delivery of change. The DevOps approach will be tailored to meet the different requirements and challenges of maintaining both legacy systems and developing new applications and services.

Inclusion

Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.

Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.