We are seeking a /"IT Support Engineer/" for our client, a top service provider renowned for trading and refurbishing used technology, such as cellphones and laptops. This company is dedicated to assisting manufacturers with sustainable practices and plays a significant role in reducing new tech expenses on a global scale. Key Responsibilities • 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 Technical Operations team • Take ownership of configuring and maintaining Alchemy's Physical and virtual network infrastructure, including LAN, WAN and Telephony • Maintain the Security integrity of the Technical Operations 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 • Managing incidents, problems, requests and changes in line with ITIL best practice and ensuring that SLA's are maintained • Act as a cross-media Point of Resolution for all Support Engineering related issues • Analyse and measure your services 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 Technical Operations 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 and assure quality of delivery at all times • Ordering and installation of hardware as required • Delivery of project-related tasks • Creation of relevant technical diagrams and documentation • Ensure that your estate 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 • Setting 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 gclosely with the Engineering teams, promoting a DevOps culture 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 & Experince 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 4 years administration, management and setup of Microsoft Office 365 technologies and their associated security implementations • At least 4 years hands on experience with Microsoft Azure technologies (Servers Active Directory, DNS, Group Policy etc) • At least 6 years' experience working in similar 2nd/3rd Line internal IT Service Desk 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 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 • 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 n teams across multiple geographies and timezones Desirable: • MCSA/MCSE certified • ITIL 4 certified • Experience of building laptops and desktops using automated/remote end point configuration/deployment tools (i.e. SCCM, Intune or other) • Experience of working in and Agile team • Experience of core networking technologies in enterprise-level deployments • Working knowledge of AWS • 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 OpsGenie