Hybrid requirements: This role has flexible working patterns.
We are very excited to be building a small and efficient TechOps team at Octopus. We are looking for a Generalist to join our team, primarily focussing on supporting one of our subsidiary companies, Octopus Energy Services. This business is thriving and is primarily responsible for manufacturing our heat pumps and installing all of our smart meters, chargers, heat pumps and a whole lot more.
Octopus Energy Services is in need of some focussed TechOps attention to help improve technical processes and increase productivity. We’re looking for an experienced person to jump into this area of the business, working very closely with the rest of the TechOps team to improve things like employee onboarding, device enrollment processes and training. You’ll be looking after a business of thousands, closely working with the leadership team and reporting back to the TechOps team with information and ideas on how we can keep improving.
You will be a key partner in defining what TechOps is at Octopus. We will be shaping this team to provide a world class support service to our employees, building our way out of problems with engineering firepower and undertaking transformational organisational change.
What is TechOps?
A more modern, more lean version of a traditional enterprise IT team. We cover everything from what most people would call “1st line support” all the way up to high-level strategic planning, and everything in between.
We tackle big problems and the breadth of work is huge. Dealing with ambiguity is a key part of working in TechOps, and every day will be a new and exciting one, working on varying challenges across the company.
We have a cloud-first approach to everything we do. This allows us to scale quickly and focus on things where we can add the most value. No on-prem AD here!
Roles that you might currently be in: Desktop support analyst, 1st line support, 2nd line support, Systems engineer, DevOps, Tech support, Technical support, Technical support analyst, IT support, IT desktop support, Systems Administrator, Network Administrator, Workplace technology, Solutions specialist, Solutions administrator, Systems manager, Support manager.
What you’ll do Provide delightful day-to-day technical support to all areas of the business, to ensure our incredible employees are able to do their job as efficiently as possible. Their problems are our problems.
Troubleshoot and fix a wide range of technical issues, from laptop faults and network issues, to automated account provisioning failures and SSO problems.
Collaborate closely with our Security team to ensure we strike the right balance between security, productivity and user experience.
Continually find opportunities to automate our processes and improve the user experience.
Empower our people to help themselves by designing and building self-service solutions.
Monitor and maintain all the tech in our offices around the world - networks, meeting rooms, printers, digital signage, CCTV, door access control.
Lead and manage complex technical projects with multiple stakeholders from around the business.
Examples of some TechOps projects include…
Rollout of, and migration to, a new identity provider
macOS and Windows MDM migration
Rollout of a new device trust and posture compliance solution
The replacement of insecure factors like SMS with phishing-resistant factors
What you’ll need As part of your role supporting Octopus Energy Services specifically, you’ll need…
Lots of experience with onboarding people and helping with technical support during employee ramp-up.
A desire to truly help people, through process improvement and human-first support with technical issues.
An ability to explain technical concepts to non-technical people
Lots of experience supporting mobile device deployments, including MDMs for both Android & iOS.
As well as the above skills, you’ll also have experience with the below, as any of our other Generalists do:
Experience leading on a range of technical projects across various technologies and platforms
A deep understanding of Windows, macOS, iOS and Android. Troubleshooting should be natural and enjoyable for you.
Experience with scripting, using APIs and automating mundane, error-prone repetitive tasks.
To be comfortable with a huge amount of ambiguity and spinning a lot of plates all at the same time.
Experience working with multiple teams and managing multiple stakeholders.
Experience managing and deploying applications to macOS, Windows, iOS and Android devices.
Experience with Identity & Access Management systems like Okta or Microsoft Entra.
Experience administering and troubleshooting Single Sign-On (SSO) technologies such as OAuth, OIDC and SAML.
Understanding of identity provisioning technologies such as SCIM.
Experience of designing and installing office networks - we use Cisco Meraki.
A conscientious approach to everything you do and a passion for doing the right thing rather than the easy thing.
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