AddressWe are looking for a Editorial Support Specialist to join us in Reuters News & Media Technology.
The role serves as a specialist in Reuters Special Technology Services (STS) team and merges end user support, system support work with project delivery.
The successful candidate will own items from start through to completion or resolution and deliver on projects in a production environment.
About the role:
Responsibilities / Accountabilities:
- Provide 2nd level end user support to the Reuters users (Text, Visuals).
- Be a point for escalation from stakeholders within the Reuters editorial business, reporting to Director of Special Technology Services Organization.
- Work with technology teams to scope and implement new and innovative technological solutions.
Support of Users and Systems (80%):
- Assist staff with end user hardware and software issues (Windows and macOS devices, applications, soft phones, mobile phone, etc.)
- Support of editorial and inhouse developed applications.
- Support of backend infrastructure and systems as required.
- Providing support in person and as required over the phone.
- Initiate Major Incident process when required due to the impact on Reuters business, participate in Technical Recovery call.
Projects (10%):
- As part of support and project delivery, the candidate might be expected to travel internationally on ad-hoc and planned occasional basis, to work on deployment upgrade work, office/floor moves and journalistic events.
- Work as an individual or part of a team to deliver single or multiple projects as directed.
- Physical effort, including the setup and installation of equipment.
macOS platforms (10%):
- Contact for providing daily macOS support, building of devices, as well as an escalation point for investigating and resolving non standard problems. Work directly with stakeholders, internal Thomson Reuters technology and security teams, third-party technology partners to deliver on macOS support, platform development and projects.
- Perform installation testing, and work with business to deliver on user acceptance, functional and load testing.
About you:
To be considered for the role, you will need to have:
- Good knowledge of operation systems (MacOS, Window, iOS, Android)
- Good knowledge of, and experience with, networks (DHCP, DNS, subnets, routing, etc).
- Good working knowledge and experience of the following: Active Directory, Office 365, VPNs
- Experience in high volume ticket environment and system (ServiceNow)
- Able to demonstrate a history of successful support and project delivery
- Demonstrate excellent inter-personal skills and an ability to learn quickly
- Highly motivated and good self-starter
- Use and understanding of server operating systems (Windows Server, Unix, Linux)
- Awareness of technology security and related best practices
- An ability to communicate in a second language would be an advantage.
