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 supportedby the Technical Operations team - Take ownership of configuring and maintaining Alchemy's Physical and virtual networkinfrastructure, including LAN, WAN and Telephony - Maintain the Security integrity of the Technical Operations service portfolio includingpatching, automated vulnerability assessments, Firewalls, software Security suites and MDM - Proactively educate Alchemists, instilling a security first mindset through the use of ourautomated phishing and exploit awareness toolsets - Support Alchemists in become as self-sufficient as possible by providing self-service tools, andcreating knowledge base articles to improve incident and event resolution efficiency - Managing incidents, problems, requests and changes in line with ITIL best practice andensuring 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 andtechnology improvements - Work without continuous supervision and be trusted to provide professional support servicesto your fellow Alchemists - Provide proactive monitoring and management of Technical Operations services to your fellowAlchemists - Guide Alchemy in your personal development and self-educate to attain industry standard ITaccreditations - 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 andApplications. Should any occur, immediately respond effectively to and contain those ITSecurity 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 infrastructureincluding 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 cultureYour Behaviors: - Communicator – You can make yourself concisely and clearly understood through positiveinteractions with people across all levels of Alchemy regardless of their seniority, geographyand 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 theopportunity to take others on the journey with you - Confident – You embrace having positive, open and candid discussions with individuals at alllevels - Diplomatic – The message is always delivered with consideration of others needs - Decisive – you have a keen sense of prioritisation and make intelligent decisionsindependently - Motivated – You are a self-starter with a 'can-do' attitude and the ability to workindependently under light supervision - Reliable - You're the person stakeholders and peers always want to work with, remainingvisible 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 usersperspective - Presentable – You don't need suits and ties to inspire confidence, we do so through oursmart 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 ensuresuccess for the team and our customerQualifications, Knowledge & ExperinceEssential: - A high degree of technical knowledge and competence - Demonstrable ability to troubleshoot complex, technical, multi-site and multi-disciplineincidents and problems - At least 4 years administration, management and setup of Microsoft Office 365 technologiesand their associated security implementations - At least 4 years hands on experience with Microsoft Azure technologies (Servers ActiveDirectory, DNS, Group Policy etc) - At least 6 years' experience working in similar 2nd/3rd Line internal IT Service Desk rolesupporting 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 DiskEncryption tools - Senior level experience of supporting standard software suites - Demonstrable practical experience of management of Microsoft Exchange Online and emailservices - 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 timezonesDesirable: - MCSA/MCSE certified - ITIL 4 certified - Experience of building laptops and desktops using automated/remote end pointconfiguration/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