Position summary
- Work Schedule: Saturday – Wednesday Midnight – 08:30 am
- Must reside within approximately an hour of the Pittsburgh office. See full details in the Working Conditions section below.
- Reports to: Network Operations Center Senior Manager
The IT Network Operations Center Technician is responsible for monitoring and supporting the Firm's enterprise infrastructure, systems, platforms, and applications within a 24x7x365 Network Operations Center environment. This position provides real-time situational awareness, Tier 1 infrastructure support, and incident triage/escalation for issues affecting networks, servers, storage, cloud environments, applications, and office connectivity. The role coordinates with internal technical teams, vendors, and service providers to support service restoration, operational continuity, approved changes, infrastructure initiatives, documentation, and reporting. Success in this position requires strong troubleshooting, communication, customer service, prioritization, and documentation skills in a time-sensitive operational environment.
Job duties and responsibilities
- Monitor, maintain, and ensure the availability, performance, and stability of enterprise infrastructure in a 24×7×365 NOC environment by leveraging monitoring and alerting tools to proactively detect, triage, and respond to incidents in real time across networks, servers, storage, cloud, applications, and sites.
- Serve as an escalation point for incidents, coordinating with internal teams, vendors and service providers to restore services and minimize impact.
- Execute incident management processes, including ticket creation, updates, resolution and escalation in accordance with SLAs.
- Lead or support incident bridge calls, ensuring effective communication, documentation and timely resolution.
- Communicate clearly with technical teams, end users and leadership using standardized tools, including O365, SharePoint, notification systems; issue timely incident notifications and status updates in alignment with service protocols.
- Monitor and troubleshoot cloud and network performance issues across data centers and office locations, including LAN/WAN, wireless and provider connectivity.
- Perform basic system administration tasks, including server access, health checks, troubleshooting outages and supporting break/fix activities, patch validation, and remediation across physical, virtual, Windows and Linux environments.
- Identify and respond to security events, such as phishing, malware, suspicious activity, and escalate in accordance with established procedures.
- Provide Tier 1 infrastructure support and act as an escalation point for the IT Help Desk.
- Support infrastructure projects including site builds, refreshes, hardware installations and system turn-ups.
- Monitor and support critical facility systems, including UPS, PDUs and environmental monitoring tools, to ensure operational continuity.
- Execute approved changes following change management policies, including documentation of steps, risks and impacts; support emergency changes as required.
- Contribute to problem management by identifying recurring issues and coordinating with responsible teams to implement long-term solutions.
- Maintain accurate documentation and generate operational reports using tools such as Excel, Word and reporting platforms (e.g., Power BI preferred).
- With approval, participate in continuous improvement efforts, training and enterprise IT initiatives, including upgrades, testing, and deployments.
- Perform other duties as assigned.
Job duties and responsibilities included are not exhaustive and may be supplemented asnecessary. Reed Smith reserves the right to revise or modify job duties and responsibilities at any time.
Requirements
Education: Bachelor's degree in computer science, information technology or equivalent work experience. Additional training/certification in relevant areas of study strongly preferred.
Experience:
- Minimum of 3 yearsexperience in an IT Operations function in a large professional services environment preferred.
- Experience providing support to users and IT operations required.
- Experience coordinating with managed service providers to resolve infrastructure or systems issues.
- Prior exposure to enterprise environments involving data centers, cloud infrastructure and server platforms (Windows/Linux) preferred.
- Familiarity with ITIL-based operational frameworks such as incident response, change management and problem management.
- Experience in a law firm or other professional services environment preferred.
Skills:
- Strong technical skills across enterprise technologies including networking, security, virtualization, databases (e.g., SQL), cloud and storage platforms.
- Proficiency with core enterprise systems and platforms, including Exchange, SharePoint, Citrix, mobile computing tools and document management systems.
- Proficiency with cloud-based systems and enterprise monitoring tools such as SolarWinds.
- Ability to troubleshoot system performance issues and document resolutions accurately.
- Strong problem-solving skills, with the ability to assess issues and determine appropriate next steps within defined troubleshooting and escalation procedures.
- Effective verbal and written communication skills, with the ability to actively listen and interact professionally with users, team members and vendors.
- Customer service mindset with the ability to provide responsive technical support, while remaining flexible and adaptable in a fast-paced environment with shifting priorities and time-sensitive demands.
- Ability to manage multiple tasks, prioritize effectively, and meet established timelines while responding to a variety of user needs.
- Able to work independently and collaboratively, building strong relationships across teams and with external stakeholders to foster effective partnerships.
- Aptitude for learning and applying new technologies and processes.
Additional information
Supervisory responsibilities: None
Equipment used: Personal computer and other office equipment such as telephone, calculator, copier, scanner, etc.
Essential job functions
- Ability to sit or stand for extended periods and perform tasks requiring prolonged and/or extensive computer use.
- Ability to use computers, telecommunications, and digital collaboration tools to perform core job responsibilities.
- Ability to communicate effectively.
- Ability to review information, maintain attention to detail, manage multiple priorities, and follow established processes.
- Ability to access, use, and safeguard confidential and sensitive information while performing job responsibilities in work environments that support confidentiality, privacy, and information security requirements.
- Ability to provide off-hours support and coverage, including evenings, weekends, and holidays, to support critical incidents or business needs.
Working conditions
Works remotely; however, this position requires residence within approximately one hour commuting distance from the Pittsburgh office. This role requires occasional in-office presence, anticipated to be approximately 2–3 days per month, to support business needs such as system testing, training, major rollouts, business continuity activities, emergencies, or other special circumstances. Proximity to the office is required to support these needs. Occasionally called upon to work hours in excess of the normal daily schedule. The details of your weekly schedule will be discussed further with your direct supervisor.
Pay ranges
This is a non-exempt position. The hourly wage range for this role is $33.17 to $37.50 per hour, with an estimated annual compensation range of $69,000 to $78,000, based on expected hours. This represents the presently anticipated pay range for this position. Actual pay may vary based on various factors, including but not limited to location and experience.
Employee benefits overview
Our comprehensive benefits package includes:
- 401(k) Retirement Plan
- Medical Insurance
- Health Savings Account (HSA)
- Virtual Health Services
- Dental Insurance
- Vision Insurance
- Accident Insurance
- Hospital Indemnity Insurance
- Critical Illness Insurance
- Life Insurance
- Short-Term Disability Coverage
- Long-Term Disability Coverage
- Flexible Spending Accounts (FSA)
- Lyra Health Employee Assistance Program (EAP)
- Paid Family Leave (for eligible Exempt and Non-Exempt staff)
- Transportation Benefit
- Back-up Child Care Services
- College Coach Program
- Pet Insurance
- Paid Sick Time (for Exempt staff)
- Paid Time Off (available to all full-time, non-temporary employees)
Reed Smith offers a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401(k) plan.
Reed Smith is an Equal Opportunity Employer with Core Values of Integrity, Excellence, Teamwork & Respect, Innovation, and Impact. Reed Smith also provides reasonable accommodations in accordance with law, including in the application and interview process.
Qualified candidates only. No search firms.