IT Operations Engineer L1

Who we are

We are an organisation that exists to drive progress. That's the “red thread” that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them.

We deliver analysis and insights in many formats to subscribers and clients in 170 countries through our four businesses, The Economist, Economist Impact, Economist Intelligence and Economist Education, which uphold our global reputation for excellence and integrity. 

 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.