Lead Lab Support Engineer

At Graphcore were building the future of AI compute.

Were a team of semiconductor software and AI experts with deep experience in creating the complete AI compute stack - from silicon and software to infrastructure at datacenter scale.

As part of the SoftBank Group backed by significant long-term investment we are delivering key technology into the fast-growing SoftBank AI meet the vast and exciting AI opportunity Graphcore is expanding its teams around the are bringing together the brightest minds to solve the toughest problems in a place where everyone has the opportunity to make an impact on the company our products and the future of artificial intelligence.

Job Summary

As a Lead Lab Support Engineer at Graphcore you will serve as the technical lead providing IT support to Engineering Labs and Silicon development projects. This includes bring-ups and testing in hybrid Linux and Windows environments. You will deliver reliable scalable and high-quality services to internal customers partners and collaborators. You will also lead a small team of Lab Support Engineers and encourage a culture of accountability collaboration and continuous improvement.

Working alongside Project Managers engineering teams and interested parties you will build and deploy scalable workflows. You must ensure IT support for Engineering Labs keeps pace with the organisations evolving requirements. At first this role requires direct involvement in daily support configuration and onboarding activities while forming the Lab Support team and setting up scalable processes.

The Team

Youll be joining a multidisciplinary team with strong technical skills and a very encouraging culture. We work closely together and regularly share knowledge and your skills will make a direct impact on our business. Its an exciting and pivotal moment for us right now with plenty of new projects ahead. If youre looking to solve interesting problems and see your work deliver real-world results this is the team for you.

Responsibilities and Duties

• 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; were 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.

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1