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