Provide escalation support for messaging and mobile environments: triage, investigate, and resolve user issues via email/phone/ITSM; coordinate with attorneys, vendors, Architecture, and Security teams; execute and document production changes; drive platform improvements and maintain email/mobile security.
ESSENTIAL FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.) · Monitor user support request escalations to the team by email, phone or our IT Service Management system. Triage, investigate and address issues identified. · Work with Kirkland attorneys and staff to escalate and resolve issues, which may include direct interaction with outside vendors. · Provide timely feedback to the end user on the status of their issue or request. · Seek, and deliver on, opportunities to drive change and innovation, evolving the infrastructure and end user experience towards best-in-class from a functionality, supportability, reliability, and availability standpoint. · Document and communicate platform standards to other IT groups. · Work in conjunction with the Architecture team and provide input into the overall strategy for messaging and mobile technologies. · Provide subject matter expertise and support assistance for projects seeking to leverage the Firm’s messaging and mobile computing environment. · Coordinate and execute production changes related to operations and project activities. Document and record implementation steps for future reference. · Understand and remain current on messaging and mobile device technologies and trends. · Collaborate with Security Governance and Security Operations to ensure email and mobile device security is maintained. · Work with new software technologies and be able to understand and learn the new technologies as needed or delegated by manager.
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What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
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