Messaging Engineer

At Fried Frank, we’re a community of 800 lawyers and 500 business services professionals across New York, Washington, DC, London, Frankfurt, and Brussels. We advise leading corporations, investment funds, and financial institutions on high-stakes M&A, securities, regulatory matters, real estate, and litigation. Our culture is grounded in our core values — excellence, integrity and collaboration — and is designed to foster continuous learning, meaningful mentorship, and lasting professional growth. We are firmly committed to pro bono service and social justice, building on a proud legacy in civil rights. Our inclusive talent strategy is a core part of our broader talent management efforts and we remain steadfast in fostering a workplace where everyone has the opportunity to grow, thrive, and become their best professional and personal selves. Our business services professionals are integral to the firm’s success, driving innovation, operational excellence and exceptional client service across all areas of the firm. We offer competitive compensation and a comprehensive benefits package, including comprehensive medical coverage, retirement plans and health and wellness initiatives designed to support your personal and professional wellbeing. We welcome passionate, driven individuals to join us, and be part of a team where you’ll be supported, inspired and empowered to build an exceptional career.

Position Summary:

The Messaging Engineer will serve as the first escalation point for all Microsoft Outlook and email-related support requests passed from the Helpdesk and Deskside Support teams. This position is responsible for monitoring incoming tickets, responding to email system alerts, and performing daily health checks within the messaging environment. He/she will also be responsible for any project based work assigned to them.

The position will interface with users at all levels of the organization—including attorneys, paralegals, administrative professionals, and clerical staff—to troubleshoot and resolve messaging-related issues. Additional responsibilities will be assigned by the Manager of Email Technology as needed.

Duties & Responsibilities:

• Perform daily checks and maintenance of the email messaging environment.
• Manage support requests assigned to the Email Messaging team until they’ve come to an acceptable resolution and closure; escalating to the Senior Messaging Engineer as necessary.
• Monitor the email environment with tools such as ENOW, Solarwinds, and any email alerts that come in throughout the day and attend to and/or escalate as necessary.
• Document and update procedures for tasks that can be delegated to Helpdesk or Deskside Support.
• Serve as the primary escalation point for complex email-related issues beyond the scope of Deskside Support.
• Participate and be available in on-call rotation.
• Assist in the administration of the entire email infrastructure which include, but not limited to, Proofpoint, Mailgate, Exchange 2016 and Exchange Online.
• Assist in any after hour tasks necessary such as Windows Patching or project based work.
• Provide daily status updates to the Manager of Email Technology.

Qualifications:

• Minimum 3 years of experience in Helpdesk or IT support, with a focus on Microsoft Outlook and email troubleshooting.
• Experience with current Outlook versions 2019 and 365.
• Experience with Exchange 2016
• Experience with Exchange Online administration is a plus.

Education / Experience:

Minimum AA degree in Computer Science or graduate of a technical school or comparable experience.

Skills & Abilities:

• Proficient in Microsoft Outlook troubleshooting and support.
• Basic IT Helpdesk and ticketing system knowledge.
• Familiarity with Exchange mailbox administration.
• Highly organized and task-oriented.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively across teams.