IT Operations Engineer L1

Who we are

Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight.

Across our three businesses -The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world.

As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact.

 Introduction

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. 

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

Working Arrangements

The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. 

AI usage for your application

We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.

What we offer

Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.

We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.

You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.