IT Operations Engineer Level III London - Commercial

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.

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.

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.

The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required.

Our benefits package is designed to support your wellbeing, growth, and work life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.

We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.

You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.

We are committed to building and retaining a diverse and inclusive workforce.