Job
Description
Provides skilled technical support/delivery capability, with minimal supervision, for the current and future design, testing, delivery, support, and maintenance of production services in the technical operations environment. Provides technical and procedural consistency within a team focused on the implementation, service delivery and support of products, systems & networks. Contributes to initiatives for driving down incident rates and working with first line operations (and operations engineers within specialist functional teams, working with 2nd line operations) to improve service recovery times. Adheres to the implementation process to ensure that all aspects of operability are delivered whilst ensuring that existing service levels are maintained or improved. Contributes to defining operational standards, procedures, and best practice. Operations Engineers within specialist functional teams may have compliance assurance responsibility. Works in close liaison with various operational, project, development and product teams as well working within the Service Organisation to ensure ongoing service delivery and support can be maintained to agreed service levels. About the Role: 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 Organisation Work with technology teams to scope and implement new and innovative technological solutions. 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. 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. 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. About you: 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. What s in it For You Industry-Leading Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow s challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint. Hybrid Work Model: We ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives
