• IT Operations Engineer

    Job Locations United Kingdom-London
    ID
    2019-5272
    Function
    Information Technology
  • 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

    How you will contribute:

    • 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
    • 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 WDS, MDT, PDQ Deploy, LANSweeper

    Experience, skills and professional 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 7-10/2008/2012 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

    The position may require travel to other European offices.

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