KEY RESPONSIBILITIES
As a globally distributed and cloud-first business, many of the tasks can be done remotely; however there will be a need to attend site as required. If you are based near one of our actual sites, you will be required to be onsite at least 2 days per week to stay connected to our business.
- To provide operational support across Alchemy’s estate of devices, network infrastructure, and end user computing related cloud services including health checks and reporting.
- Diagnose and resolve faults in physical and cloud-based services and infrastructure supported by the Systems Engineering team
- Take ownership of configuring and maintaining Alchemy’s Physical and virtual network infrastructure, including LAN, WAN and Telephony
- Maintain the Security integrity the Systems Engineering service portfolio including patching, automated vulnerability assessments, Firewalls, software Security suites and MDM
- Proactively educate Alchemists, instilling a security first mindset through the use of our automated phishing and exploit awareness toolsets
- Support Alchemists in become as self-sufficient as possible by providing self-service tools, and creating knowledge base articles to improve incident and event resolution efficiency
- Manage events, incidents, problems, requests and changes in line with ITIL best practice, ensuring that SLA's are maintained
- Act as a cross-media Point of Resolution for all Systems Engineering issues
- Analyse and measure your services with standardised global metrics to develop, communicate and action continual process and technology improvements
- Work without continuous supervision and be trusted to provide professional support services to your fellow Alchemists
- Provide proactive monitoring and management of Systems Engineering services to your fellow Alchemists
- Guide Alchemy in your personal development and self-educate to attain industry standard IT accreditations
- Manage, respond to and resolve all End User based incidents and events
- Install, configure and manage End User Devices and Applications
- Work to proactively prevent Security threats to your service portfolio, End User Devices and Applications. Should any occur, immediately respond effectively to and contain those IT Security threats and incidents
- Maintaining agreed SLA levels, assuring quality of delivery at all times
- Ordering and installation of hardware as required
- Delivery of Systems Engineering project-related tasks
- Creation of relevant technical diagrams and documentation
- Ensuring that your endpoint fleet and environments adhere to established standards and frameworks, meeting any compliance requirements at all times.
- Input into the design and implementation of new platforms, services and infrastructure including the creation of associated documentation
- Completing internal moves and changes as required
- Set up new sites and locations as required
- Ensure all logs for equipment and users are maintained
- Providing support to Alcehmists whether remotely or in person
- Keeping up to date with industry trends and technology developments
- Identifying and sharing relevant architectural patterns
- Contributing towards creating a culture of metrics and data to drive continuous improvement
- Working closely with Infosec to ensure Security ‘shifts left’
- Collaborating closely with the Engineering teams, promoting a DevOps culture
The above list is not exhaustive, and you may be asked to undertake reasonable additional duties/ projects to support the team. Due to the global nature of our business, international travel may be required on occasion.
SELECTION CRITERIA
Your Behaviors:
- Communicator – You can make yourself concisely and clearly understood through positive interactions with people across all levels of Alchemy regardless of their seniority, geography and culture
- People Focused – You understand that people make Alchemy a success
- Problem Solver – You love to fix things
- Lifelong Learner – Everyday is a chance to discover/teach something new
- Creative – You are a fountain of innovative ideas and love experimenting
- Logical – You look for facts and think your way to a conclusion
- Forward looking – You embrace new and better ways of doing things, and relish the opportunity to take others on the journey with you
- Confident – You embrace having positive, open and candid discussions with individuals at all levels
- Diplomatic – The message is always delivered with consideration of others needs
- Decisive – you have a keen sense of prioritisation and make intelligent decisions independently
- Motivated – You are a self-starter with a ‘can-do’ attitude and the ability to work independently under light supervision
- Reliable - You’re the person stakeholders and peers always want to work with, remaining visible as the face of IT to listen to concerns and share as needed
- Professional – It’s never personal, you understand what is happening from the end users perspective
- Presentable – You don’t need suits and ties to inspire confidence, we do so through our smart casual appearance
- Compassionate – You understand that people in need require careful attention
- Energetic - You bring bags of energy every day, the only way is forward
- Organised - You are detail oriented and manage your time and the time of others well
- Data driven – Information is your friend; you love to use facts and evidence to help ensure success for the team and our customer
QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
Essential:
- A high degree of technical knowledge and competence
- Demonstrable ability to troubleshoot complex, technical, multi-site and multi-discipline incidents and problems
- At least 5 years administration, management and setup of M365 technologies and their associated security implementations
- At least 5 years hands on experience with Microsoft Azure technologies (Servers Active Directory, DNS, Policies etc)
- At least 6 years’ experience working in similar 2nd/3rd Line internal IT Service Desk or Systems Engineering role supporting a globally distributed organisation
- 2nd/3rd line knowledge of a wide range end user devices including printers, workstations, tablets, phones, laptops and associated modern operating systems for Windows, Apple, Linux
- Practical deployment and administration experience of standard end-point security and Disk Encryption tools
- Senior level experience of supporting standard software suites
- Demonstrable practical experience of management of Microsoft Exchange Online and email services
- Practical technical knowledge of Cisco network hardware (switches, routers, wireless access points) and technologies (DHCP, TCP/IP, VPN etc) gained in a hands-on technical support role
- Hands-on experience of firewall and security appliance configuration and management
- Experience of working within the ITIL framework
- Practical administration experience of SharePoint Online
- Practical administration experience of MS Teams
- Practical experience of deploying and managing MDM services (Intune & Jamf)
- Excellent verbal and written English skills are essential
- Excellent working knowledge of Chrome, IE & Safari
- Experience of liaising with 3rd party suppliers
- A full driving licence is essential for this role
- Practical use of Service desk tools
- Practical experience of working in teams across multiple geographies and timezones
Desirable:
- M365 certified
- ITIL v4 foundation certified
- Experience of building laptops and desktops using automated/remote end point configuration/deployment tools (i.e. Intune and/or Jamf)
- CCNA certified
- Palo Alto Certification
- Experience of working in an Agile team
- Experience of core networking technologies in enterprise-level deployments
- Working knowledge of AWS or Azure
- Experience of working in a cloud native environment
- Practical use of Jira and confluence
- Experience of working in an organisation with a DevOps culture
- Experience with Zendesk