Graphcore - Lead Lab Support Engineer

• Logging and solving support requests face-to-face & via ticketing system • Ensure high-quality L1 & L2 support through effective triage, prioritization, and allocation of tickets • Establish, manage, and consistently refine the Lab Support service, covering standards, processes, and governance • Serve as the primary point of escalation and decision-making for IT service delivery • Handling and providing support for Linux-based systems • Handling and maintaining Windows-based systems • Managing a fleet of servers, helping Hardware Lab teams with daily activities, tools and packages installation, platform configuration via Configuration Management systems • Installing and troubleshooting servers, hardware maintenance, fault finding • Detailing solutions and maintaining a clear, up-to-date internal knowledge base. • Essential • Excellent communication and customer service skills • Good understanding of troubleshooting principles and methodical problem-solving • Strong Linux administration skills in Debian & RedHat derivatives • Good Windows administration skills, Active Directory domain joining, policies • Good networking skills such as VLANs, VPNs, Wi-Fi, routing, subnetting • Familiarity with desktop and server hardware, BMCs, Out-of-Band networks, firmware & BIOS upgrades, PDU, rack mounts • Managing Infrastructure-as-Code using Puppet, Ansible, or similar via Git • Understanding of authentication services such as LDAP, Radius • Desirable • Experience in managing web servers, load-balancers, reverse-proxies (e.g.: ha-proxy, nginx) • Experience with identifying network/storage/CPU/RAM bottlenecks across complex workloads. • Experience with various monitoring solutions and stack (e.g. Zabbix/Prometheus/Grafana Mimir/Open Telemetry) • Proficiency with containerisation frameworks and orchestration (e.g.: Docker/containerd/Kubernetes). • Python programming skills, with the ability to write code to interact with APIs, process data, and build small applications • CI/CD pipelines via GitLab/GitHub • We welcome people of different backgrounds and experiences; we’re committed to building an inclusive work environment that makes Graphcore a great home for everyone. We offer an equal opportunity process and understand that there are visible and invisible differences in all of us. We can provide a flexible approach to interview and encourage you to chat to us if you require any reasonable adjustments.