IT Operations Engineer Level 1

Introduction

The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

The IT department supports business systems such as the Economist Newspaper publishing systems, sales and marketing salesforce.com and PeopleSoft/Oracle financial and HR systems; we also provide the networks and desktop services that allow us to work productively.

We are recruiting an IT operations engineer to join our exciting and challenging IT operations team in London. The team provides support to our customers in EMEA and throughout the world. As well as providing 1st and 2nd line support you will have a passion to be involved with ad-hoc projects and assist our infrastructure team who support our networks and systems that underpin The Economist and other businesses within the group.

Accountabilities

How you will contribute:

Provide 2nd line support between the hours of 08.00 – 18.00 (on a shift rota basis), Monday to Friday (both in person onsite and remotely) to Editorial and Commercial.

Provide 1st and 2nd line support with a requirement to be involved with 3rd line issues and projects

Receive and record details of customer problems, prioritising and then resolving them

Keep customers informed of their call request status and progress

Escalate problems to the team or team lead as appropriate

Liaise with other IT teams, where appropriate, in order to resolve customer requests

Provide support for audio visual services

Develop an excellent understanding of business workflows and tools and provide efficient and effective response to the business.

Promote the services of the team in a way that improves the Customer perception of Group IT

Document and maintain relevant procedures and configuration information

Manage change implementation for all Mac/PC OS, software and infrastructure using tools like Manage Engine, Apple business manager etc

Skills and experience and personal attributes

The ideal skills for the role are:

A track record of successful service delivery

Experience with PC’s, printers, Microsoft, LANs, WANs, TCP/IP, DHCP and DNS

Experience in using Helpdesk software to log and report on calls

Good email administrative skills, preferably Google Apps

Track record of dealing with customers in other countries

The ability to set-up and diagnose technical problems on the following Operating Systems: Microsoft Windows 11/2012 onwards, MAC OS. (Linux skills an advantage)

Experience of supporting audio visual systems

Knowledge of mobile technologies and securing data (Encryption, Bitlocker etc)

Excellent customer management capability

The ability to take ownership of a problem and ensure its resolution