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