The Economist

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IT Support Engineer

IT Support Engineer

ID 
2018-4414
Job Locations 
United Kingdom-London
Function  
Information Technology

More information about this job

Introduction

The Economist Group logo

 

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 provide support to our customers in EMEA and throughout the world. As well as providing 1st and 2nd line support you will a 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

In this role you will be expected to:

  • Staff the IT Service Desk in accordance with the shift rota, Monday to Friday between the hours of 08:00 and 18:00
  • 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 IT Services Manager as appropriate
  • Liaise with other IT teams, where appropriate, in order to resolve customer requests
  • Assist with the provision or removal of IT services. i.e. voicemail, PCs, printers, peripherals, wireless and cable network access, software applications and the configuration of services
  • Provide support for audio visual services
  • 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

Experience, skills and professional attributes

To succeed in the role you must have:

  • 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 7-10/2008/2012 onwards, MAC OS. (Linux skills an advantage)
  • Experience of supporting audio visual systems

You will be able to demonstrate:

  • Excellent written and verbal communication skills
  • Excellent customer management capability
  • The ability to take ownership of a problem and ensure its resolution
  • Ability to troubleshoot and remain calm under pressure
  • Experience of being a collaborative team worker and willing to share knowledge
  • A genuine interest in information technology issues and trends
  • A passion to pursue independent study

The position may require travel to other European offices.