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Senior Systems Engineer

icon building Company : Alchemy
icon briefcase Job Type : Full Time

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Job Description - 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 

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About the Company

Alchemy

Alchemy connects customers and businesses together for cost-effective, streamlined tech resale.

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