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 supportedby the Technical Operations team• Take ownership of configuring and maintaining Alchemy's Physical and virtual networkinfrastructure, including LAN, WAN and Telephony• Maintain the Security integrity of the Technical Operations service portfolio includingpatching, automated vulnerability assessments, Firewalls, software Security suites and MDM• Proactively educate Alchemists, instilling a security first mindset through the use of ourautomated phishing and exploit awareness toolsets• Support Alchemists in become as self-sufficient as possible by providing self-service tools, andcreating knowledge base articles to improve incident and event resolution efficiency• Managing incidents, problems, requests and changes in line with ITIL best practice andensuring 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 andtechnology improvements• Work without continuous supervision and be trusted to provide professional support servicesto your fellow Alchemists• Provide proactive monitoring and management of Technical Operations services to your fellowAlchemists• Guide Alchemy in your personal development and self-educate to attain industry standard ITaccreditations• 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 andApplications. Should any occur, immediately respond effectively to and contain those ITSecurity 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 infrastructureincluding 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 cultureYour Behaviors:• Communicator – You can make yourself concisely and clearly understood through positiveinteractions with people across all levels of Alchemy regardless of their seniority, geographyand 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 theopportunity to take others on the journey with you• Confident – You embrace having positive, open and candid discussions with individuals at alllevels• Diplomatic – The message is always delivered with consideration of others needs• Decisive – you have a keen sense of prioritisation and make intelligent decisionsindependently• Motivated – You are a self-starter with a 'can-do' attitude and the ability to workindependently under light supervision• Reliable - You're the person stakeholders and peers always want to work with, remainingvisible 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 usersperspective• Presentable – You don't need suits and ties to inspire confidence, we do so through oursmart 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 ensuresuccess for the team and our customerQualifications, Knowledge & ExperinceEssential:• A high degree of technical knowledge and competence• Demonstrable ability to troubleshoot complex, technical, multi-site and multi-disciplineincidents and problems• At least 4 years administration, management and setup of Microsoft Office 365 technologiesand their associated security implementations• At least 4 years hands on experience with Microsoft Azure technologies (Servers ActiveDirectory, DNS, Group Policy etc)• At least 6 years' experience working in similar 2nd/3rd Line internal IT Service Desk rolesupporting 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 DiskEncryption tools• Senior level experience of supporting standard software suites• Demonstrable practical experience of management of Microsoft Exchange Online and emailservices• 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 timezonesDesirable:• MCSA/MCSE certified• ITIL 4 certified• Experience of building laptops and desktops using automated/remote end pointconfiguration/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