Alchemy
Senior Systems Engineer
- Compensation
- Not disclosed
- Location
- Ngau Tau Kok, Hong Kong, Hong Kong Special Administrative Region
- Work setup
- Hybrid
- Seniority
- Senior
- Employment
- Full time
- Experience
- 5+ years
- Category
- Software engineering
- Posted
Skills
Must have
- 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
Nice to have
- 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
Full 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