Senior Systems Engineer

Description 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 Qualifications Skills Behaviors : Motivations : Education Experience Licenses & Certifications Alchemy Global Solutions