Service Desk Engineer

Retail Insight Ltd; United Kingdom; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading retail analytics firm in the United Kingdom is seeking a Systems Engineer to support technical infrastructure and applications on a 24/7 basis, primarily in Microsoft Azure. The role involves second line support, incident resolution, and the management of infrastructure operations. Candidates should have at least 2 years' experience in Azure and Windows Server administration, with scripting knowledge in PowerShell. This position also offers a hybrid work model with some shifts during weekends.

Qualifications

• 2+ years of experience in Azure administration.
• 2+ years of experience in Windows Server administration.
• Experience with enterprise-level application support.

Responsibilities

• Provide 24/7 second line support for incident resolution.
• Manage request fulfillment and change management.
• Consult on infrastructure design and support IT assets.

Skills

Azure administration

Windows Server administration

PowerShell scripting

SQL Server database administration

Communication skills

Ability to work under pressure

Tools

Azure Monitor

Octopus Deploy

Kubernetes

Job description

At RI, we believe we can reinvent retail operations through advanced analytics, growing sales and profitability for our global retail and consumer goods clients. As a Systems Engineer you will be part of a team supporting our technical infrastructure and our applications on a 24/7 basis. Our systems are mostly deployed in Microsoft Azure and based on Microsoft technologies (Windows servers, SQL Server, etc.). Successful candidates will come with a wealth of cloud infrastructure experience and will be trained on how to support the Retail Insight applications.

Main Responsibilities

• 24/7 second line support (escalations from First Line)
• Infrastructure operations
  • Incident resolution
  • Request fulfilment - including building new environments
  • Change management
  • Monitoring configurations
• Internal IT
  • Microsoft/Office 365
  • End-User Computing (laptops, smartphones, etc.)
  • Setup of new user equipment (remotely) - this will be required until the build process is automated (project for this team)
• Consulted on infrastructure design
• Application support
  • Incident resolution
  • Request fulfilment
  • Change management
  • Monitoring configurations
• IT Asset Management
  • Move/add/change infrastructure/platform resources, maintenance of CMDB
• Project support - as long as the requirements don’t deviate from standard architecture
• Automation of operational work - working within the existing architectural framework, in consultation with Third Line
• Security event response - upon notification (e.g. from monitoring system, SOC, etc.) investigate and resolve security issues

Knowledge, Skills and Competencies

Required:

• 2+ years’ Azure administration
• 2+ years’ Windows Server administration
• Scripting experience (mainly PowerShell)
• Basic to mid-level SQL Server database administration
• Experience supporting enterprise-level applications – willing to learn the Retail Insight applications
• Able to work towards objectives autonomously
• Attention to detail
• Excellent written and verbal communication skills, including a very good command of the English language
• Able to work under pressure and with tight deadlines

Beneficial:

• Management, improvement and automation of monitoring systems (Azure Monitor/Zabbix)
• Relevant Microsoft certifications
• Experience with Octopus Deploy
• Experience with Kubernetes

Other Information

• Details about the shifts will be shared at interview stage; some shifts are carried out overnight or during the weekends
• For clarity, a “hybrid” location means working 3 days from the office and 2 days from home per week (on an average 5-day week)

About Us

About Retail Insight

Retail Insight takes data and turns it into action. Our advanced algorithms unlock valuable insights that drive better decision-making for retailers and CPGs.

We’re a unique blend of retail expertise built up from extensive industry experience; mathematical talent that builds and maintains sophisticated algorithms; and engineering skill that handles vast volumes of data regularly.

We focus on the factors that drive sales and profit performance, minimize waste and loss, and increase operational efficiency. The result: dynamic solutions that provide actionable insights and unparalleled time to value.