IT Systems Engineer, RMM

About the Role

Transforming the leisure and tourism photography experience: Powered by patented technology, our platform combines advanced association methods with an AI learning engine to enable real-time media streaming at scale, without compromising guest privacy.

The platform uses AI to recognize individuals within crowded and dynamic environments such as amusement parks and events, allowing guests to simply upload a selfie to match it with media captured in real time. The platform automatically associates all relevant photos and videos with a user and delivers them directly to their device.

We’re expanding our ITSM team and looking for a versatile IT Systems Engineer to help manage and evolve our estate of ~1500 proprietary devices and associated platforms. This is a hands-on role focused on device lifecycle management, platform administration, and supporting junior DevOps functions. You’ll also assist with corporate IT operations, including SaaS access, license management, and liaising with our MSP. 

This is not a traditional end-user support role; it’s about managing the systems, platforms, and infrastructure that underpin our proprietary technology. 

Key Responsibilities

1. Design and develop standard device profiles to meet operational requirements and ensure consistency, compatibility, and ease of deployment.
2. Support provisioning and deployment of devices, including installation and configuration.
3. Monitor and maintain devices, ensuring timely patching, software updates, and compliance with operational and security standards.
4. Act as an escalation point for internal and partner technical incidents and service requests, ensuring timely resolution.
5. Investigate and resolve issues remotely where possible, escalating tickets to internal teams or external vendors where required 
6. Support problem management, by contributing to root cause analysis, and implement or recommend corrective actions 
7. Support change management processes by ensuring proposed changes are appropriately assessed, documented, and communicated 
8. Produce reports on devices status, technical incidents, and support ticket volumes, and contribute to review meetings with management and stakeholders 
9. Administer IT SaaS platforms used across the business, providing access control, configuration, and support.
10. Assist DevOps roles with domain setup, database configuration, and system provisioning 
11. Support corporate IT operations by liaising with our MSP, assisting with urgent requests, escalating issues, and helping to streamline approvals 
12. Assist with the implementation and monitoring of security controls on devices and platforms to align with policy and compliance requirements 
13. Support information security operations by assisting with incident response, audit readiness, and helping maintain documentation and reporting as required. 
14. Participate in the ongoing development of the Service Management function 
15. Contribute to documentation, process improvement, and automation initiatives 
16. Work closely with internal teams (Development, DevOps, Engineering) to build strong relationships, understand requirements and deliver appropriate solutions

Personal Attributes

• Proactive and self-motivated 
• Comfortable working independently and collaboratively 
• Comfortable working in a fast-paced, non-traditional IT environment 
• Strong communication skills, especially when working with technical and non-technical stakeholders 
• Willingness to learn and adapt in a dynamic environment 

Requirments

1. Toolset experience :
2. Strong scripting and automation experience :
3. Adaptable ITSM Practices:
4. Strong communication 

Technical Requirements

1. 1+ years of work experience with Software as a Service (SaaS)
2. 2+ years of work experience with Scripting
3. Experience managing Windows-based devices and imaging tools 
4. Experience with scripting (PowerShell, Bash, etc.) 
5. Familiarity with patching, software deployment, and remote monitoring and management tools 
6. Experience administering Identity Access Management (IAM) across SaaS platforms. 
7. Strong troubleshooting and problem-solving skills Desirable 
8. Experience managing Linux-based devices and imaging tools 
9. Experience working within ITSM frameworks and principles (e.g. ITIL, incident, problem, change management) 
10. Knowledge of cloud services across AWS, Google Cloud Platform (GCP), and Microsoft Azure 
11. Familiarity with security frameworks and standards (e.g. SOC 2, NIST, Cyber Essentials)