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
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
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
A high degree of technical knowledge and competence
Demonstrable ability to troubleshoot complex, technical, multi-site and multi-discipline incidents and problems
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 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