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    IT Operations Engineer - gurugram, India - The Economist

    The Economist
    The Economist gurugram, India

    3 weeks ago

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    Description

    Introduction

    The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

    The IT department supports business systems such as the Economist Newspaper publishing systems, sales and marketing and PeopleSoft/Oracle financial and HR systems; we also provide the networks and desktop services that allow us to work productively.

    We are recruiting an IT operations engineer to join our exciting and challenging IT operations team in Asia. The team provide support to our customers in Asia Pacific region and throughout the world. As well as providing 1st and 2nd line support, you will also be supporting the other team members for the most challenging issues. In addition, you will a 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 1st, 2nd and 3rd line support with a requirement to be responsible for more complicated issues
  • Work on, or even manage, projects as assigned by the management
  • 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 Operations & Infrastructure Manager as appropriate
  • Liaise with other IT teams, where appropriate, in order to resolve customer requests
  • Provide support for audio visual services
  • 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
  • Document and maintain relevant procedures and configuration information
  • Manage change implementation for all Mac/PC OS, software and infrastructure using tools like Manage Engine, Apple business manager, etc

    • The ideal skills for the role are

  • A track record of successful service delivery
  • Mastery skills in PC's, Microsoft Office, printers, Microsoft, LANs, WANs, TCP/IP, DHCP and DNS
  • Experience in using Helpdesk software to log and report on calls
  • Good administrative skills, preferably Google Workspace products
  • Track record of dealing with customers in other countries
  • Fluency in English (read/write/speak)
  • Good command of Hindi, both reading and writing, and also can speak fluently is a must, as the role will need to communicate effectively with external partners in India.
  • The ability to set-up and diagnose technical problems on the following Operating Systems: Microsoft Windows 10/2012 onwards, MAC OS (Linux skills an advantage)
  • Experience in setting up and supporting AWS infrastructure an advantage
  • Experience of supporting audio visual systems
  • Knowledge of mobile technologies and securing data (Encryption, Bitlocker, etc)
  • Excellent customer management capability
  • The ability to take ownership of a problem and ensure its resolution
    • The Economist Group values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, gender, gender identity, race, colour, religious beliefs, disability, sexual orientation , age or marital status.
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