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About Metapraxis

Our purpose is to empower good businesses with data-driven insight. Our financial analytics technology, Empower, is used by finance teams to transform manual planning, analysis and reporting processes, with automation and intelligence, improving insight and efficiency. It is highly valued by our blue-chip customer base who regularly publicly advocate our solutions, whether that is at our own Tomorrow's CFO seminars or the Davos World Economic Forum.

We have a talented team of 40 people, with offices in London and New York and we are committed to maintaining a diverse working environment and a strong company culture. We are proud to be an equal opportunities employer and a values driven business.

Over the last 5 years we have grown considerably in the UK and US, while launching tier one partnerships with EY in the US and Avant Corporation in Japan. We are in the process of raising further investment to accelerate our product roadmap and expand our sales and marketing activities, with the goal of achieving +£10m in revenues by 2025.

About the Support Team

IT support sits within the Metapraxis Engineering function under the CTO. The IT support team is tasked with delivering industry infrastructure services, end user support and resilience to our internal & client facing teams, clients and partners.

As our business continues to transform and moves to a permanent model of hybrid working, migrating our existing infrastructure and services to the cloud is a key focus of this team.

IT Support & Infrastructure Engineer – Role Summary

As IT Support & Infrastructure Engineer, you will own the support of our internal users and our ITSM solution, Freshservice. You will diagnose, troubleshoot and resolve infrastructure challenges and deliver projects, enhancements and continuous improvements. Core responsibilities include:

• End user support, managing support issues through diagnosis and troubleshooting through to resolution, as well as managing and contributing to our on-line self-help service.
• Management of our Freshservice ITSM processes and ticket queue, ensuring delivery to SLAs and reporting to senior management.
• Management and delivery of internal hardware and software management, including new device build and configuration, application management, server build and patch management and contract renewals and licensing.
• Infrastructure monitoring and reporting, including execution of daily checks, system monitoring and alerts and internal communications for ITS.
• Delivery of internal IT projects supporting strategic change, covering IT and productivity enhancements such as cloud migration, automation and new software adoption.

Support Provided

As IT Support & Infrastructure Engineer, you will work closely with a team of problem solvers with extensive industry and technical experience to drive improvement and change and support the needs of the business. Specifically:

• The role works across the entire business and reports into the Engineering Manager.
• Our CTO defines the technology strategy for the business and provides coaching and steer on technical design and decision making. You will work together to ensure that the best technical design is in place to ensure best practice delivery and support.
• At Metapraxis we value our people and support personal development and carer progression. We will tailor a training programme to you and the needs of your role comprising on the job learning, self-study, internal and external led training.

Skills & Experience

We are looking for a motivated self-starter and problem solver, with experience delivering IT Support and infrastructure enhancements for an SME business, with employees working in the office, at home and on client sites. Our ideal candidate will be organised, proactive and determined with a passion for technology and driving change and improvement for end-users. We are looking for demonstrated skills and experience in the following areas:

Experience

• Level 0, 1 & 2 end user support, including documenting end user self help
• Manging an ITSM ticket queue and ticket resolution
• System maintenance and improvements within a change management process
• Hardware configuration and support – laptops, printers, VoIP & other core infrastructure
• Networking experience

Technical Skills

• Administration and application support for Office 365, including SharePoint Online, Teams, OneDrive, Exchange Online, Windows Defender
• Microsoft Intune for EUD and application management
• Microsoft Azure administration and support of virtual machines, virtual networks, storage and Azure AD
• Windows client (Windows 10) and Windows Server 2012/2012R2/2016/2019 with Active Directory & Group Policy
• Microsoft IIS web server administration

Business Skills

• Communication – oral and written
• Ability to explain technical concepts in business language
• Ability to analyse, solve problems, identify root cause and deliver sustainable solutions
• A security first mindset
• Ability to research, plan and design system enhancements in line with best practice

Desired Qualifications and Accreditations

• Microsoft certifications would be an advantage (e.g. Windows server, MCSA, Azure, Office 365)
• ITILv3 or v4 Foundation Certification would be an advantage
• Knowledge or interest in AWS infrastructure would be an advantage
• Knowledge or experience working within ISO 27001

Location

The role is full time and will support both our London and New York teams during the working hours of 09:00 – 17.30 (UK hours), with occasional out of hours work as required for system changes. We embrace a hybrid working outlook that gives us the opportunity to work flexibly, however with the office support side of this role, there is a requirement to be office based 3 days a week.

Benefits and Package

We offer a comprehensive package including:

• Salary range of £40,000 to £55,000 depending on experience
• 27 days annual leave plus bank holidays
• Pension, private medical, life insurance & group income protection
• Excellent maternity and paternity leave benefits