Senior Engineer, Applications Management

Firm Summary

White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.
With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world’s key financial markets and our strengths in handling complex cross-border work.
It’s not just about our global network of offices and shared services centers; it’s the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It’s one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.
Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.    

Position Summary

This is a technical role working within the Applications Mangement team providing overall support to the Enterprise Business Applications. Maintaining existing applications to ensure they are within Support Agreements. As well as leading technical projects on new Applications or Major Application upgrades. This could include new technologies and requires keeping on top of all technology advancements on all supported systems. The role includes building and maintaining good working relationships with all local and regional IT teams. There will also be some cross training on other systems maintained by the Applications Management team.  

Each Senior Engineer will be expected to take the lead in one or more of the day-to-day running of the Enterprise Systems listed within the teams responsibilities.     

Duties and Accountabilities

• The Applications Management team is responsible for the install, upgrade, support and maintenance of the following key systems including enhancements and vulnerabilities:
• Citrix Environment including the following: Citrix XenApp 7.8, Citrix XenDesktop 7.8, Citrix Netscalers v10 upwards, Citrix StoreFront, Citrix Workspace.
• User Profile Management.
• Secure File Sharing and SFTP (Blackberry Workspaces, GlobalScape).
• Lexis Nexis InterAction.
• Secure Print.
• Legal Specific Applications Cloud and on-prem.
• Work with the Applications Security team to remediate Application security risks.
• The team is also responsible for the support of all other Business Systems Applications and the server environments that they run on.
• 2nd and 3rd Line Support responding to tickets, emails and communicating with end users in a timely fashion.
• Maintaining both the Service Desk and Team Knowledge Bases.
• Develop and create support procedures that will improve support processes. Serve as an escalation point with a 24x7x365 on-call within a team rotation.
• Providing assistance where required to the other Applications teams.
• Collaborate with Application Vendors to maintain software and hardware inventory and ensure software license compliance, and coordinate service with software and hardware vendors.
• Requesting and coordinating vendor support Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows Server 2016/2019+ and Windows 10.
• Develop and maintain systems documentation and administrative guides. Provide troubleshooting and technical support services for software, networking components Monitor and respond to system alerts.
• Maintain an attitude and behavior in keeping with our Technology Guiding Principles.
• Utilization of Service Now ticketing system for incident assignment, resolution, and management is mandatory.
• To participate on global/regional/office project and/or virtual teams as request by management.
• To participate in meetings related to the activities of the Technology department or related projects, when requested.
• Stay in tune with the Firm’s growing projects for practical experience.
• Professional and comfortable interaction with all levels of staff.
• Maintain a professional demeanor at all times.
• Overtime may be required and should be expected to meet deadlines. Advance notice will be given whenever possible.
• Remain flexible with shift hours and lunchtime based upon the needs of the group.
• Uphold firm, departmental and team rules and procedures. Contribute to team effort through communication, cooperation and coordination with other team members.
• Regular, predictable attendance is required with the mandatory utilization of the firm’s attendance system (where in use).

Qualifications

• 3+ years experience third line tech support or engineering role.

• Experience with the preparation, testing, and deployment of applications in a distributed Citrix environment including MS Office Suite, Adobe, and other client applications.

• Experience configuring applications in a Microsoft Network –familiar with Active Directory domain services, structures/objects, security/trusts.

• Experience with troubleshooting client and server-side application issues in a MS environment.

• Experience with MS Windows Server and Workstation (Installations, Patching, Admin tasks).

• Experience with Citrix Administration.

• Knowledge of standard Law Firm applications is beneficial.

• Knowledge Microsoft Windows Server Operating Systems, Active Directory. Azure.

• Knowledge of Apple systems would be beneficial.

• Functional knowledge of supported business applications.

• Configure software to meet the business needs of the Firm following direction from the Senior Engineers.

• Provide assistance to the Desktop Support Specialists and other Technology contacts in various White & Case offices with respect to Application Support activities.

• Mentor other support areas including but not limited to: Service Desk, NOC, Local Support.

• College degree or relative work experience.

• Team player who is ambitious and motivated.

• Excellent interpersonal skills and patience working with others.

• Must be able to multitask and work in a fast-paced environment.

• Must have excellent customer service skills.

• Good verbal and written communication skills.

• Successful track record of working in IT Support background.

• A professional service background would be preferred and ideally some experience of working in a Partnership.

• Motivated, self-starter with the ability to work alone or as part of a team without constant supervision.

• A flexible and adaptable team player.

• Good problem management skills – able to see a problem through to a solution.

• Capacity to learn, to assimilate information quickly and to acquire new skills.

• Ability to analyze technical challenges and approaches solutions in a systematic fashion.

• Experience in the implementation and support of Enterprise technology solutions.

• Willing to travel domestically and overseas.

• Detail oriented person with the willingness to learn.

• Ability to configure third party software and utilize application interfaces.

• Must be able to multitask and work in a fast-paced environment.

• Excellent troubleshooting skills.

Location & Reporting

• This is a hybrid in-office/remote role based in Tampa, with potential for international travel.

• This role reports to Associate Director, Applications Management.

The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

¹The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.