Digital Operations Engineer

Reach plc; United Kingdom; Remote; GBP 25,000 - 30,000; Full time

Job summary

Join a forward-thinking company as a Digital Operations Engineer, where your passion for customer support and technical expertise will shine. In this fully remote role, you will provide high-level support for over 75 company websites, ensuring exceptional service while managing high-priority incidents. Collaborate with a dynamic team to improve processes and contribute to a knowledge base that enhances our digital operations. With comprehensive training provided, this is a fantastic opportunity to grow your career in a supportive environment that values diversity and inclusion. Don't miss your chance to make a real impact!

Benefits

Pension Scheme with 6% match

25 days holiday per year

Giving back day

Enhanced family leave

Private Healthcare Cash Plan

Wellbeing support (EAP)

Career development opportunities

Qualifications

• Intermediate technical knowledge in PC, mobile, and web applications is essential.
• Strong written skills for clear documentation and email communication.

Responsibilities

• Provide high-level technical support through various channels.
• Manage high-priority incidents and conduct post-incident reviews.

Skills

Customer Support

Problem Solving

Effective Communication

Time Management

Technical Knowledge (PC, mobile, web applications)

Tools

Content Management Systems

Google Chat

Job description

Salary: up to £30,000 dependant on experience + company benefits

We are looking for an enthusiastic individual to join our Digital Operations team as a Digital Operations Engineer. This role is perfect for someone who loves balancing customer care and technical support, has a knack for handling high-priority situations under pressure, and enjoys managing mini-projects to meet deadlines.

The Digital Operations Team is the second line of defence for support of more than 75 Company websites. They have a great level of knowledge of the websites and Digital applications used by our Editorial teams, and an excellent level of customer service. The team fixes as many issues as they can and deals with requests/incidents for all Digital applications and site builds. They resolve 95% of the issues before passing them onto 3rd-line support.

Role Location

The role is fully remote, and we are therefore open to candidates across the UK.

Job Description

In this role, you'll be providing high-level technical support to your fellow employees through phone, email, Google chat, or remote access. You'll handle a variety of tasks, prioritizing them as needed, and communicate effectively within our team and the broader Digital community. You'll also have the chance to contribute to improving our processes and collaborate on our team Knowledge Base.

Part of your responsibilities will include sending out communications and maintaining reference materials for the team. You'll also lead and assist in mini-projects as requested by the team and customers, ensuring products are delivered by their launch dates. Managing high-priority incidents under pressure and conducting post-incident reviews will be key aspects of your role.

This position requires you to be methodical and able to meet deadlines. But don’t worry if you feel like you don’t have all the skills yet—our team will provide comprehensive training to get you up to speed!

Qualifications

The ideal candidate should be supportive and effective, with a commitment to achieving team goals while prioritizing customer needs. Building and maintaining positive relationships with customers and team members is crucial, and we are looking for a candidate who is passionate about delivering exceptional customer support, demonstrates a strong desire to achieve the highest level of customer service, with effective communication skills that enable positive interactions via phone, email, and chat.

We're seeking someone who loves solving problems and can think creatively to assist our customers promptly. Success in this role comes from being organized, managing your time effectively, and staying motivated. You'll also need strong written skills for clear documentation and email communication. Working to deadlines in a busy, sometimes high-pressure environment is important too.

An intermediate level of technical knowledge in PC, mobile, and web applications is essential, along with an understanding of internet operations and functions. Experience with content management systems is a plus!

A level of flexibility is required in this role, as there will be times where rota cover is needed during business and out-of-office hours, sometimes at short notice.

Additional Information

We are offering a competitive salary and benefits including;

• Help saving for your retirement - join our pension scheme and we’ll match contributions up to 6%
• 25 days’ holiday per year when you join. After three, five and ten years’ service with Reach, you’ll accrue one additional day of annual leave. We also have a Holiday Purchase Scheme
• Giving back day - an additional day’s leave each year to support a cause close to your heart
• Enhanced family leave - including maternity, paternity and adoption - and you’ll be eligible after just six months’ employment
• Private Healthcare Cash Plan - free health cash plan so you can claim back cash for a range of medical expenses
• Wellbeing support - including a 24/7 employee assistance programme (EAP) for you and your nearest and dearest
• Awesome career opportunities - you’ll have support from your line manager and a range of learning & development programmes

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested please apply early to avoid disappointment.

Reach plc believes diversity brings benefits for our customers, our business and our people. This is why we are committed to being an inclusive employer and encourage applications from all suitable applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Customer Service

Industries

Broadcast Media Production and Distribution