Executive Support Engineer - Enterprise Technology


About the Role:

The Deliveroo Enterprise Technology team conceives and manages the IT services powering Deliveroo's teams globally, as we transform the way customers eat. We promote service improvements and love to automate everything we can on our journey towards customer delight.


As an Executive (VIP) Support Engineer you will work as part of the Operations Team, with a special focus upon providing an exceptional level of personalised support for Deliveroo executives. You will work with very senior stakeholders including Board Members, offering high-level exposure to the business and its operations. You will report into the Head of Enterprise Technology Operations.


During quiet periods for Executive work you will proactively improve our global End-user Computing environments, facilitating delivery of business projects and providing feedback and support to meet Service Levels.


What You'll Be Doing:

  • Establish trust with executives by performing expert level technical support while maintaining confidentiality and showing discretion.
  • Be the primary contact (day-to-day technical support) for executives as it relates to Deliveroo and (occasionally) residential properties and personal technology
  • Be an advocate representing Executive individuals and as a group to ensure each receives the best possible IT experience from our teams and suppliers.
  • Identify future needs (e.g. in advance of long-haul travel, AGM, or a Board meeting) rather than solely react to requests.
  • Maintain oversight and records of specific Executive needs, both current and upcoming, and ensure work outside of processes is minimised.
  • Resolve operational incidents and requests rapidly improve our diverse environments to avoid and mitigate incidents. Domains include numerous Apple products, Google cloud-based infrastructure, SaaS, support tools, Identity & Access Management, Single Sign-on and typical digital workplace apps.
  • Maintain services once they are live by monitoring indicators such as availability, ticket trends, and overall service health.


Requirements:


  • A proven track record of success as an Executive Support Engineer
  • A methodical and logical approach to problem solving with a sense of ownership
  • Motivated, without requiring close management, collaborative, comfortable adapting to change and learning quickly in a dynamic organisation.
  • A mastery of common Apple products including set up, repair, troubleshooting, security, and maintenance
  • Experience with consumer level wifi technologies.
  • Occasionally accommodate a non-traditional work schedule and remain flexible to meet the needs of executives
  • Perform tasks with a high degree of responsiveness and professionalism including with discretion. Given the exposure to confidential information you may be asked to sign a Non-Disclosure Agreement.


We're also interested in…

  • Experience diagnosing and troubleshooting A/V and VC systems (especially Google Meet) in an office or residential environment
  • Comfort supporting Android, Windows, Chromebooks
  • Exposure to any of the following:
  • ZenDesk / ServiceNow / Data Studio
  • Jamf/InTune
  • AWS
  • Networking
  • IAM
  • Python or any other programming language
  • Relevant higher education and professional certifications

What you'll get

  • Working with and implementing modern technology
  • Excellent benefits package, including equity in Deliveroo. We want all employees to be invested in the success of Deliveroo, so it's only fair we give all employees the opportunity to own a part of the business.
  • Monthly lunch allowance on the 2nd Friday of each month
  • Free Deliveroo plus, with benefits such as free delivery on all orders
  • Twice yearly performance review to ensure your career is on the right track and allow progression opportunities. Yearly pay reviews to ensure you're compensated accordingly.
  • Company bonus scheme
  • Flexible cost benefits such as health insurance, cycle to work and employee pension.

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