IT Operations Engineer - macOS

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.

Our Global IT team’s vision is to create an amazing employee experience, built on a modern, secure infrastructure, effective workspace tools and highly engaged, customer-focused support. As a technology and data driven business we recognise the key role outstanding IT professionals play in helping us achieve our goals.

We work with modern platforms (eg. AWS, Google Workspace, Atlassian Cloud), SaaS applications (eg. Miro, Slack, ManageEngine) and security tools (eg. Okta, Duo, Crowdstrike) to deliver a comprehensive technology service to our colleagues around the world..

We are recruiting an IT operations engineer to join our exciting and challenging IT operations team in London. The team provide support to our customers in EMEA and throughout the world. As well as providing support you will a 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. 

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).
• 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 Operations & Infrastructure Manager as appropriate
• Liaise with other IT teams, where appropriate, in order to resolve customer requests
• Provide support for AV to our colleagues
• 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/Windows OS, software and infrastructure using tools like Manage Engine, Apple business manager

• Develop and implement automation workflows across Sage, Slack, Moysle, ManageEngine, and Jira Service Management.

The ideal skills for the role are:

• A track record of successful service delivery
• Experience with Windows, MacOS, iOS, Android, Multi function printers, LANs, WANs, TCP/IP, DHCP and DNS.

• Experience managing/configuring an enterprise grade MDM solution for deployment, configuration and reporting.

• Experience in using Helpdesk software to log and report on calls

• Experience in workplace automation.

• 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
• 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