Senior IT System Support Engineer

Summary

Join ZigZag as a Senior IT Systems Support Engineer! You will provide comprehensive support for all systems, troubleshooting issues, configuring hardware and software, and implementing backup processes. Responsibilities include managing IT assets, onboarding/offboarding processes, conducting audits, maintaining documentation, and ensuring email security. You will also investigate new technologies and collaborate with the team. This role requires a Bachelor's degree in Computer Science or equivalent experience, along with expertise in various systems and software. Strong problem-solving and communication skills are essential.

Requirements

• Have the ability to work independently with a minimal amount of supervision
• Have a clearly demonstrated ability to solve problems quickly and efficiently
• Be proficient at using systematic debugging to diagnose all issues within the scope of their domain
• Understand their team's domain at a high level and can gather sufficient context to work productively within it
• Have expertise in a portion of the IT Team’s Systems and/or domain
• Consistently look to automate tasks in a way that is aligned with the overall IT architecture
• Approach all IT Operations work with a security lens. Actively look for security vulnerabilities both in the system configurations and when providing peer reviews
• Review tasks critically, ensure all requirements are in place and the tasks are appropriately sized for frequent testing and incremental delivery
• Ensure tasks prioritisation is correct, any dependencies are noted
• Effectively handle risk, change, and uncertainty within their personal scope of work. Decide and act responsibly in their work with their team without always having the total picture
• Anticipate and communicate blockers and delays to their work before they require escalation. Ensure expectations within their team are clarified between all parties involved
• Deliver praise and constructive feedback inside and outside their team
• Actively seek out feedback from their teammates and Team Lead, work to use feedback that they receive as a tool for growth
• Share their knowledge frequently with their teammates and contribute to their team's documentation
• Watch out for opportunities to share knowledge and encourage others to do the same
• A Bachelor's degree in Computer Science or a related field OR 3 years equivalent industry experience
• Experience with MacOS, iOS, Android, and Microsoft Windows 10+, Google Workspace, and associated Unified Endpoint Management software (e.g. JamfPro, MobileIron, Kandji, WorkspaceONE, JumpCloud etc.)
• Experience in Confluence, Jira, and Atlassian
• Experience with industry-leading AV software (e.g. BitDefender, CrowdStrike etc.)
• Experience with shell command languages such bash, PowerShell, zsh etc
• Experience in Identity Access Management
• Excellent English communication skills that enable you to speak to anyone within the organisation from C- Level to front line staff

Responsibilities

• Provide support and triage for all systems by troubleshooting problems, configuring hardware and software, implementing backup processes, and assessing systems for upgrades or replacement
• Setup, deploy and maintain ICT systems including PCs, mobile devices, Unified Endpoint Management console, IoT devices, security programs etc
• Ensuring assets register is complete and up to date as per audit and internal requirements
• Manage on-boarding/off-boarding processes with the scripted automatic provisioning and de-provisioning of employee’s software, hardware and access levels using third party external IdPand Directory services such as LDAP and Active Directory protocols
• Conduct regular access reviews and IT asset auditing
• Maintain accurate and detailed IT documentation and procedures
• Maintain email security configurations and evaluate email-based attack vectors utilising SPF, DKIM, and DMARC protocols
• Maintain TXT records on DNS Hosted Zones to ensure records remain current and relevant
• Take part in PCI-DSS and ISO27001 audit interviews
• Deploy scripted (code) and non-scripted (no-code) secure configurations to endpoints via Unified Endpoint Management Console
• Design, create, and implement data protection and information security rules to prevent data egress from enterprise systems
• Investigate new technology for Zai to consider and participate in projects as required
• Work with the Snr Business Systems Manager as required to provide backup for any Admin work on Zai Business Systems
• Motivating the team to achieve organisational goals
• Enabling team members to achieve completion of task to meet the SLA’s for internal IT team
• Conducting training, shadowing new hires and cross training for team members to maximise their potential
• Educating team members to enhance their skillset, assist them improve their capabilities, product knowledge and process knowledge

Preferred Qualifications

• IT qualifications or technical experience in the area of IoT, BYOD would be a plus, particularly the security elements of wireless-networked portable IT and working knowledge of Jira
• Technology-focused but not blinkered: we are looking for someone who appreciates both the technical and non-technical aspects of IT and security, particularly the business and commercial side