The Solution Engineer designs, implements, and supports assigned IT systems, services, and environments. This includes responsibility for overall health, capacity, and performance. This position participates on IT related projects and is expected to ensure that solutions proposed and implemented meet the demands of the firm and align with technology standards and governance. The successful candidate for this position must have strong analytical skills and be able to own technical issues through to resolution.

Key Responsibilities

Duties other than the following may also be assigned.

System Maintenance & Administration

• Preventative maintenance, including patching.
• Capacity and performance management, monitoring and alerting.
• Work within the Change Management process.
• Create and update relevant processes and documentation, including run books and support guides.
• Identify, measure, and report KPI's.
• Work with vendors and partners as needed, including escalation of support tickets.
• Perform backups as required.
• Participate in on-call rotation and out of hours scheduled maintenance.

Projects & Planning

• Perform system upgrades and replacements. Plan for capacity changes.
• Input and periodically review IT Disaster Recovery plans, ensuring they are documented, updated and tested.
• Maintain knowledge of current/upcoming technology. Contribute to roadmaps.
• Provide recommendations and plans for continual service improvement and optimization.
• Act as the subject matter expert when working with Service Desk and Project Teams.
• Transition and training of new services to Service Desk and other team members.
• Work with vendors and partners as needed.

Complex Issue Resolution

• Manage and resolve escalated support tickets.
• Conduct deep dive technical analysis to resolve system problems, ensuring procedures and processors are followed for system changes.
• Continually improve documentation, training, and access for customer service teams to allow resolution of issues without escalation.
• Follow all pre-defined incident management processes.

Communication

• Communication of issues and updates to other teams and management.
• Ensure knowledge is shared and systems are supported globally.

Required Education

Bachelor's Degree in Computer Science, Information Technology, or related degree; or 5+ years of related experience depending upon level.

Required Experience

• 8+ years in relevant technology roles such as system or solution engineer in a virtualized environment
• Able to effectively train and lead large team projects and cross-functional work. Able to give effective presentations to critical/high level leaders and effectively represent team on cross-functional boards. Can write convincing proposals and reports for consumption by non-technical leaders.
• Self-supervising within high level guidance / vague direction on highly complex projects. Provides guidance to others.
• Experienced solving complex problems in ambiguous, uncertain environments, beyond those that are directly responsible for. Can lead incident response discussion and determine short- and long-term remediation actions.
• Exercises substantial initiative and judgment in work methods and in implementing goals. Willing to mentor junior members of the team.
• SME with at least 3 technologies from the list below
  • End User Solutions & Availability
    • Azure and Azure AD - extremely desirable
    • Microsoft 365 - extremely desirable
    • Citrix - Xenapp, AppV, Director
    • Profile Management - CPM & UEV
    • Windows Server / Desktop
    • SCCM / SCOM
    • Active Directory, GPO Mgmt
    • Powershell scripting
    • VMware vSphere / Virtualization
    • Domain services - Active Directory, DNS, DFS, DHCP
    • SAN, NAS - DellEMC VNX/Unity
    • Backup & DR - CommVault, Zerto, VMware SRM
    • Experience and comfort with remote supervisor must be able to deliver on accountabilities and work independently

Clyde & Co shifted to virtual work for the majority of our lawyers and business services team with the global outbreak of Covid-19. This precaution was taken to help protect our people, clients and communities. It is likely that this role will start virtually while the firm continues to evaluate the situation.

-Principals Only-

We offer a rewarding work environment that supports professional growth and opportunities. We value diversity in our work place and it is the policy of the Firm to recruit, hire, promote, reassign, compensate and train highly qualified persons without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, age, disability or any other basis protected by applicable law.

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