Messaging Engineer

The Messaging Engineer will provide second and third line support for Exchange Hybrid (Online and On-prem), Archiving (EV), and Email Security and Protection across all Baker McKenzie offices. The role‑holder will provide support, design, and apply best practices, developing standards and policies for the Messaging systems. The individual will analyze and resolve issues, and deliver new technology capabilities related to the Messaging environment.

The Messaging Engineer will also contribute to the delivery of Global IT Messaging projects to all Firm offices and focus on the Global Messaging environment, delivering Messaging support, solutions and deliverables to the Globe.

Main responsibilities: 

• Participate in regular conference calls and meetings with the Global Messaging Team and provide updates or concerns raised at the local office level
• Provide input into current and new Global Messaging policies and standards related to Exchange, EV, and security
• Provide guidance to local offices on consolidation efforts
• Assist with training and mentoring team members to raise the technical skill level of the entire team
• Ensure that all support incidents are reported and tracked in the ServiceNow system; work through each ticket to resolution or escalate/re-assign as necessary per agreed SLAs, ensuring that the local office IT staff and requestor are updated on the status of their incidents at all times
• Liaise with colleagues in Global teams, vendors, and third parties to resolve incidents
• Participate in Global technical teams to develop recommendations for standards and policies for IT systems used within the Firm
• Attend conferences and seminars to retain awareness of current IT technologies applicable to the Firm and make recommendations as appropriate
• Retain skills relevant to the position on an ongoing basis through training (instructor-led and CBT as appropriate), and periodic review of technical journals, white papers, and manuals
• Provide training to local office IT staff for key systems supported, through one-on-one or group training sessions
• Provide 24/7 on-call support to offices on a rota basis with other Messaging team members
• Maintain relevant systems at the Global level, ensuring all applicable change-control procedures are followed
• Deliver Global IT projects to offices; the degree of involvement will vary from overall project management to performing individual tasks, including upgrades to existing systems, migrations to alternative systems, and installation of new technologies
• Create and maintain documentation for policies and procedures
• Manage high-volume, professional email correspondence, ensuring prompt, accurate, and friendly responses
• Resolve requestor issues by researching problems, providing solutions, and troubleshooting product/service inquiries and issues
• Support and maintain the Global Messaging infrastructure, including security, standards, and policy enforcement
• Provide after hours support via phone and computer 
• Responsible for keeping incidents within Service Level Agreement timelines
• Responsible for keeping the team/end users informed as to status of incidents and escalating as appropriate when additional assistance is required to resolve
• Responsible for reporting time spent on activities

Skills and experience: 

•  A bachelor’s degree in Computer Science is preferred
• Experience in supporting enterprise‑level Messaging environments
• Proficient in designing and supporting the following technologies:
  • Microsoft Exchange Hybrid (Online and SE)
  • Rubrik M365 backup systems for Exchange recovery
  • Veritas Enterprise Vault (server and client)
  • Messaging Security tools, including Proofpoint, Microsoft Defender, and Abnormal
  • Purview e-discovery tasks
  • PowerShell scripting: Proficient in automation, administration, and troubleshooting
  • Protocols: In-depth understanding of email protocols and technologies (SMTP, DNS, MX Records, TLS, DMARC, SPF, DKIM).
• Able to work independently without direct supervision
• Effective written and spoken communication skills
• Must be a team player
• Must demonstrate initiative
• Must have an interest in learning new and evolving Messaging technologies
• Willing to travel domestically and internationally when requested
• Able to provide after hours and weekend support via phone and computer when required

Travel requirements: Some travel may be required

Position type: Specialist

Development framework: Specialist