IT Operations Engineer Level III

Introduction

The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

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 experienced IT operations engineer to join our exciting and challenging IT operations team in London. The team provides support to our customers in Editorial, 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.

Accountabilities

How you will contribute:

• Provide 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 daily 1st and 2nd line support with a requirement to own 3rd line issues and lead on projects.
• This role focuses heavily on improving end user experience with a lean towards macOS endpoint management across our global workforce. You’ll play a key part in leading macOS management with Okta-based identity, security, and compliance systems.
• The Editorial team is responsible for the workflow tool that converts & moves files to various endpoints. As such, part of the role would be responsible for this toolset and ensuring the Editorial publishing platform (CUE) is working as expected.
• Manage change implementation for all Mac/PC OS, software and infrastructure using tools like Mosyle, Manage Engine, Apple business manager etc
• Proactively administer the MDM environment for compliance, reporting on key metrics (patch status, security posture, inventory) and quickly addressing any non-compliant devices.
• Provide support and ongoing development of audio visual services.
• Escalate problems to the team or Operations & Infrastructure Manager as appropriate.
• Liaise with other IT teams, where appropriate, in order to resolve customer requests.
• The ability to take ownership of a problem and ensure its resolution.
• Document and maintain relevant procedures and configuration information.
• 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.
• 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.

 

Skills and experience and personal attributes

The ideal skills for the role are:

• The ability to set-up and diagnose technical problems on the following Operating Systems:
  • macOS/iOS/iPadOS
  • Microsoft Windows 11
  • Android
  • Linux skills an advantage
• Experienced in the following
  • Administering Google Workspace Apps
  • IAM administration (Active Directory/Okta)
  • Printers, LANs, WANs, TCP/IP, DHCP and DNS
  • Zero touch device deployment desirable
  • Apple Business Manager and Apple’s deployment lifecycle
  • Securing data (Encryption, FileVault/Bitlocker etc)
  • ITSM tools such as Jira service manager.
  • Project delivery tools utilising a Kanban model.
• Excellent customer and time management capability
• Apple certification (ACSP, Jamf Certified Tech/Admin, or similar) is desirable.

 

 

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