IT Operations Engineer — Hybrid (Work From Anywhere 25 days)

The Economist; Greater London; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Pension plan

Private health insurance

Employee Assistance Program

Work From Anywhere program

Annual and parental leave

Volunteer days

Home-move days

Free Economist content access

Job summary

The Economist Group is seeking an IT operations engineer in London to join the IT operations team. You will provide 1st/2nd line support, assist with 3rd line issues, and help maintain networks, systems, and AV services across the EMEA region and beyond.

The role requires strong service-delivery experience, Windows/Mac/Linux knowledge, and familiarity with helpdesk software. A hybrid work pattern applies, with 3+ days in the office.

Qualifications

• Proven track record of successful service delivery.
• Experience with PCs, 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 Windows 11/2012 onwards, MAC OS. (Linux a bonus).
• Experience of supporting audio visual systems.
• Knowledge of mobile technologies and securing data (Encryption, Bitlocker).
• Excellent customer management capability.
• The ability to take ownership of a problem and ensure its resolution.

Responsibilities

• Provide 2nd line support between 08:00 – 18:00 (shift rota), on-site and remotely.
• Provide 1st and 2nd line support and contribute to 3rd line issues.
• Receive and record details of customer problems, prioritising and resolving them.
• Keep customers informed of call status and progress.
• Escalate problems to the team lead as appropriate.
• Liaise with other IT teams to resolve requests.
• Provide support for audio visual services.
• Develop an understanding of business workflows and tools.
• Promote IT services to improve customer perception of Group IT.
• Document and maintain procedures and configuration information.
• Manage change for Mac/PC OS, software and infrastructure using tools like Manage Engine, Apple Business Manager.

Skills

Service delivery

PCs & printers

Microsoft

LANs/WANs

TCP/IP/DHCP/DNS

Helpdesk software

Google Apps

Multinational experience

Windows/Mac/Linux

Audio-visual support

Mobile security

Customer management

Ownership & problem ownership

Tools

Manage Engine

Apple Business Manager

Job description

The Economist Group is seeking an IT operations engineer in London to join the IT operations team. You will provide 1st/2nd line support, assist with 3rd line issues, and help maintain networks, systems, and AV services across the EMEA region and beyond.

The role requires strong service-delivery experience, Windows/Mac/Linux knowledge, and familiarity with helpdesk software. A hybrid work pattern applies, with 3+ days in the office.