IT Operations Engineer Level II London - Commercial

We are an organisation that exists to drive progress. That's the "red thread" that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them.

We deliver analysis and insights in many formats to subscribers and clients in 170 countries through our four businesses, The Economist, Economist Impact, Economist Intelligence and Economist Education, which uphold our global reputation for excellence and integrity.

Accountabilities

• Hybrid role with Rotational shift, covering core business hours.
• Shifts: Early (8am, one 7am start), Standard (9:30am–5:30pm), and Late (flexible finish up to midnight, followed by a day off).
• Provide 2nd line support between the hours of 08:00 – 18:00 (on a shift rota basis).
• Balanced schedule offering variety and regular long weekends.

Key roles

• It is primarily a 2nd line role, with aspects of 1st & 3rd, supporting both Editorial & Commercial.
• This role focuses heavily on improving MacOS endpoints management across our global workforce. You'll play a key part in implementing 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.
• Proactively administer the MDM environment for compliance, reporting on key metrics (patch status, security posture, inventory) and quickly addressing any non-compliant devices.
• 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.

Skills and experience and personal attributes

• The ability to set-up and diagnose technical problems on the following Operating Systems: MacOS, Microsoft Windows 11, 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, Apple Business Manager and Apple's deployment lifecycle, 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.

What we offer

• 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.