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Support Engineer

At AND, we accelerate the development of digital capabilities. In practice, that means helping ambitious leaders and organisations build the teams, products, processes and even operational structures they need to close the digital skills gap within their organisation today, so that they thrive tomorrow.

Clients rely on our experience, agility and craft skills across tech and business strategy, software development and product management to address some of the toughest challenges facing their businesses.

We bring aboard thinkers, tinkerers, passionate software craftspeople and inspiring technologists to help us solve these challenges. Together, we’re united by a sense of pragmatism, purpose and a deeply-held belief that digital products and technology alone won’t transform a business or save the world: it’s the people that count.

As a Support Engineer at AND Digital, you’ll be responsible for the upkeep, improvement of computer systems and services. You will also provide guidance and coaching to other members of the team. 

As part of this role, you will:

  • Assist in and lead various IT Service Delivery projects. 

  • Be the first escalation point for support team members and be willing to take on extra duties. 

  • Day to day upkeep and improvements of internal systems. 

  • Day to day monitoring of the Service Desk for new tickets, prioritising and distributing them as required. 

  • Take ownership of problems and known issues and work with the team to come to a resolution. 

  • Be a point of contact for the business for scheduled maintenance and unexpected downtime incidents. 

  • Diligently manage suppliers, obtaining quotes and ordering equipment as and when required. 

  • Support and develop the IT Support Team by providing advice, coaching and educational opportunities. 

  • Assist with security principal implementation and distribution for the business. 

  • Own and manage access management requests for applications and services.

  • Assist in the introduction of monitoring solutions and practices for internal apps and services. 

  • Lead design and implementation of new site fit installations including internet lines, SD-WAN and relevant hardware/infrastructure. 

  • Experience as a 2nd line support analyst upwards. 

  • Operating knowledge of IT security fundamentals. 

  • Experience working in a professional services environment. 

  • Operating knowledge of Office 365, G-Suite and MDM tools.

  • Previous experience of utilising SD-WAN technology (Meraki, Aruba etc.). 

  • Experience using Okta or similar identity management tools. 

  • Experience leading technical projects. 

  • Ability to work independently as well as part of a team. 

  • Experience working with multi-tiered technical professionals.

  • Proficiency in macOS and Windows devices. 

  • Have a working understanding of cloud environments (such as AWS and Azure). 

  • Be knowledgeable and effective in IT operations and development capacities. 

  • Worked effectively in a multi-role, multi-skill and multi-geography team. 

  • Experience coaching and mentoring other team members.

From the work we deliver, to the way we serve and support our people, we work hard to ensure that there’s nowhere quite like AND. But joining a company is a two-way street: the fit has to work on both sides. So before you apply, here’s three key things to understand about us:

  • We’re built for people - like, real humans. Not ‘resources’ or ‘staff’. That means happiness and wellbeing really do matter to us, and we hate unnecessary hierarchy and bureaucracy.

  • There’s no well-trodden path ahead: AND is growing fast and forging a new trail. That’s exciting, and gives us all the autonomy and opportunity we love - but bear in mind it also demands focus, patience and resilience.

  • Diversity is a priority. After all, to build great products that a wide variety of different people love to use, we need a wide variety of people to help us build them. So diversity is more than a policy or a word: it’s business critical for us.