It operations engineer

Requirements

• 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

What the job involves

• 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
• 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