IT Operations Engineer Level 1

Overview

As an IT Operations Engineer at The Economist Group in London, you will deliver 2nd line support to Editorial and Commercial teams, with 1st/2nd line handling and some 3rd line involvement. You will engage with global users, manage incidents, and collaborate across IT to resolve issues and support business workflows. The role blends hands-on technical work with ad-hoc projects and a focus on service quality. You’ll work in a hybrid setup to enable reliable, secure IT services that underpin our publishing and enterprise systems.

Pay / Benefits

• pension/401(k)
• private health insurance
• Employee Assistance Program
• Work From Anywhere program
• generous annual and parental leave
• volunteer days

Responsibilities

• Provide 2nd line support on a rota basis (08:00–18:00) for Editorial and Commercial teams
• Provide 1st and 2nd line support with involvement in 3rd line issues and projects
• Record, prioritise and resolve customer problems; keep users updated
• Escalate issues to team leads when appropriate and liaise with other IT teams
• Support audio visual services and understand business workflows to respond efficiently
• Document and maintain procedures and configuration information; manage change for Mac/PC OS, software and infrastructure

Key requirements

• Track record of successful service delivery
• Experience with PCs, printers, Microsoft, LANs, WANs, TCP/IP, DHCP, DNS
• Experience using Helpdesk software to log/report calls
• Good email administration skills (Google Apps)
• Customer-facing experience with international users
• Ability to configure and diagnose Windows 11/2012+, MAC OS; Linux a plus
• Experience supporting audio visual systems
• Knowledge of mobile technologies and data security (encryption, BitLocker)
• Strong customer management capability
• Ability to take ownership of problems and see them through to resolution

• customer-centric
• strong communication
• ownership
• PCs and printers
• Microsoft Windows 11/2012+
• MAC OS

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