IT Operations Engineer Level 1

IT Operations Engineer Level 1 Overview

The Economist Group is seeking an IT Operations Engineer Level 1 to join its dynamic IT operations team in London. This role is pivotal in providing support to customers across EMEA and globally, ensuring that the IT infrastructure that underpins The Economist and its associated businesses operates smoothly.

Key Responsibilities

• Deliver 2nd line support during the hours of 08:00 – 18:00 on a shift rota basis, Monday to Friday, both onsite and remotely.
• Provide 1st and 2nd line support while also engaging with 3rd line issues and projects.
• Document and track customer problems, prioritizing and resolving them efficiently.
• Keep customers updated on the status and progress of their requests.
• Escalate issues to the team or team lead when necessary.
• Collaborate with other IT teams to resolve customer inquiries.
• Support audio-visual services as needed.
• Develop a comprehensive understanding of business workflows and tools to respond effectively to business needs.
• Promote the IT team’s services to enhance customer perception of Group IT.
• Manage change implementation for all Mac/PC operating systems, software, and infrastructure using tools such as Manage Engine and Apple Business Manager.

Qualifications and Skills

• Proven experience in successful service delivery.
• Familiarity with PCs, printers, Microsoft applications, LANs, WANs, TCP/IP, DHCP, and DNS.
• Experience using Helpdesk software for logging and reporting issues.
• Strong email administrative skills, preferably with Google Apps.
• Experience in customer interactions across different countries.
• Ability to set up and troubleshoot technical issues on Microsoft Windows (11/2012 onwards) and MAC OS; Linux skills are a plus.
• Experience supporting audio-visual systems.
• Knowledge of mobile technologies and data security measures such as encryption and Bitlocker.
• Excellent customer management skills.
• Proactive problem ownership and resolution capabilities.

Working Pattern

This position operates on a hybrid working model, requiring attendance in the office for three or more days each week.

Benefits

• Highly competitive pension or 401(k) plan.
• Private health insurance.
• 24/7 access to counseling and wellbeing resources through the Employee Assistance Program.
• Work From Anywhere program allowing up to 25 days of remote work per year.
• Generous annual and parental leave.
• Dedicated days off for volunteering and moving home.
• Free access to all The Economist content, including online subscriptions, apps, and podcasts.

Join The Economist Group and be part of a culture that values innovation, excellence, and meaningful impact.

Degree Requirement: Not Specified

Visa Sponsorship May be