We are seeking a\ "IT Support Engineer\"for our client, a top service provider renowned for trading and refurbishing used technology, such as cellphones and laptops. This company is dedicated to assisting manufacturers with sustainable practices and plays a significant role in reducing new tech expenses on a global scale.
Key Responsibilities
- 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 Technical Operations team
- Take ownership of configuring and maintaining Alchemy’s Physical and virtual network
infrastructure, including LAN, WAN and Telephony
- Maintain the Security integrity of the Technical Operations 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
- Managing incidents, problems, requests and changes in line with ITIL best practice and
ensuring that SLA's are maintained
- Act as a cross-media Point of Resolution for all Support Engineering related issues
- Analyse and measure your services 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 Technical Operations 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 and assure quality of delivery at all times
- Ordering and installation of hardware as required
- Delivery of project-related tasks
- Creation of relevant technical diagrams and documentation
- Ensure that your estate 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
- Setting 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 gclosely with the Engineering teams, promoting a DevOps culture
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 & Experince
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 4 years administration, management and setup of Microsoft Office 365 technologies
and their associated security implementations
- At least 4 years hands on experience with Microsoft Azure technologies (Servers Active
Directory, DNS, Group Policy etc)
- At least 6 years’ experience working in similar 2nd/3rd Line internal IT Service Desk 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 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
- 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 n teams across multiple geographies and timezones
Desirable:
- MCSA/MCSE certified
- ITIL 4 certified
- Experience of building laptops and desktops using automated/remote end point
configuration/deployment tools (i.E. SCCM, Intune or other)
- Experience of working in and Agile team
- Experience of core networking technologies in enterprise-level deployments
- Working knowledge of AWS
- 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 OpsGenie