Graduate Support Engineer

The role is an interesting mix of DevOps engineering work on projects within Tech Ops team and providing technical support for our Sinara-built applications;

The role entails active monitoring, maintenance, management, deployment and incident support of Sinara software applications for our clients.

Additionally, the role involves analysing, prioritising, and resolving customer support incidents, which may be for cloud-hosted or on-premise client applications. These incidents could relate to applications, data, or systems.

Another facet of the role will be involvement in some of the department’s large-scope projects, for example building internal environments with Kubernetes or implementing AWS security configurations.

We deliver support 24 hours a day, as such the position involves working beyond standard business hours on some occasions or being on call.

Primary duties include

Systems and Application Management

• Ensuring operational performance of our applications and environments
• Monitoring dashboards
• Maintaining our server estate and services
• Performing routine data or system configuration tasks
• Deploying, managing and updating AWS services and other cloud platforms
• Administering containerisation tools and orchestration platforms such as Docker and Kubernetes
• Proactively finding tasks to improve the processes
• Maintenance of internal infrastructure.

Incident Management

• Resolving issues related to applications and environments
• Analysing, prioritising and triaging incidents reported by customers
• Conducting investigations to provide solutions or temporary workarounds
• Collaborating with developers upon identification of potential software defects
• Communicating with customers until incident resolution
• Proactively collaborating in the incidents of all the members of the team

Additional responsibilities encompass

• Proactively updating support materials
• Contributing to customer service performance reports
• Documenting routine change requests
• Participating in application testing throughout the full test lifecycle
• Deploying, managing and updating AWS services and other cloud platforms
• Administering containerisation tools and orchestration platforms such as Docker and Kubernetes

The work is often technically demanding and requires an imaginative thought process. You will collaborate with Sinara’s own software development teams.

• Technical, STEM degree (because we need people who can pick up technical concepts and tools quickly)
• General knowledge of IT concepts (Windows, Linux, networking, VMs, databases)
• Troubleshooting skills
• Customer service skills
• To excel in this role, we seek budding engineers who possess a passion for tackling diverse and complex IT challenges. You should have the aptitude and dedication to rapidly acquire new technical abilities and assimilate fresh domain knowledge as necessary.
• We want people who are naturally curious about systems and technologies and thrive on problem solving. You should be proactive, self-driven, capable of independent initiative, and consistently consider the broader context and potential ramifications of the issues at hand.
• It’s important that you exhibit exceptional attention to detail, coupled with proficient time management and organisational skills.
• Sinara is only able to hire people who already possess the right to work in UK and cannot provide employer visa sponsorship.

It would be very beneficial to have knowledge in any of the following:

• Linux
• AWS (Managing AWS resources in an existing architecture, using monitoring tools and deploying applications on existing architecture)
• Kubernetes, K9s, kubectl
• Terraform
• PostgreSQL (SQLserver, MySql)
• Interpreting and troubleshooting log files
• Networking
• Performance

Sinara offers a competitive salary and benefits package, which includes:

• Base salary range £38,000-£42,000
• Two profit-related bonus schemes
• Salary reviews every 6 months for the first two years, then annually
• 25 days of holiday
• A pension plan and pension salary sacrifice option
• Other Benefits:
• Private medical scheme
• Income protection insurance
• Cycle-to-work scheme
• Employee wellbeing benefits
• Training budget per employee
• Hybrid and flexible working: mix of office and home working
• All necessary home working equipment

Working hours

This position is full-time, requiring 37.5 hours of work per week (depending on the shift).