Senior Systems Engineer

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