Editorial Support Specialist

1 week ago

Pyrmont, New South Wales, Australia Thomson Reuters Full time

We're hiring an Editorial Support Specialist to join our team at Reuters News & Media Technology

The role involves providing specialized support as part of the Reuters Special Technology Services (STS) team, combining end user support, system support, and project delivery.

The ideal candidate will take ownership of tasks from beginning to end, ensuring completion and delivery of projects in a dynamic production environment.

About the role:

Responsibilities / Accountabilities:

  • Provide 2nd level end user support to Reuters users (Text, Visuals)
  • Act as an escalation point for stakeholders within the Reuters editorial business, reporting to the Director of Special Technology Services Organization
  • Collaborate 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 phones, etc.)
  • Support editorial and in-house developed applications
  • Support backend infrastructure and systems as required
  • Provide support in person and over the phone as needed
  • Initiate Major Incident process when necessary due to the impact on Reuters business and participate in Technical Recovery calls

Projects (10%):

  • Travel internationally as needed for deployment upgrade work, office/floor moves, and journalistic events
  • Work individually or as part of a team to deliver projects as directed
  • Contribute to physical efforts, including equipment setup and installation

macOS platforms (10%):

  • Provide daily macOS support, including device building and resolving non-standard problems
  • Collaborate with stakeholders, internal technology and security teams, and third-party partners to deliver macOS support, platform development, and projects
  • Conduct installation testing and assist in user acceptance, functional, and load testing

About you:

To be considered for the role, you should have:

  • Good knowledge of operating systems (MacOS, Windows, iOS, Android)
  • Familiarity and experience with networks (DHCP, DNS, subnets, routing, etc.)
  • Experience in high-volume ticket environments and systems like ServiceNow
  • Demonstrated history of successful support and project delivery
  • Strong interpersonal skills, a quick learning ability, and self-motivation
  • Understanding of server operating systems (Windows Server, Unix, Linux)
  • Awareness of technology security and best practices
  • Ability to communicate in a second language (advantageous)

What's in it For You?

  • Hybrid Work Model: Flexible working environment with a digital and physical connection
  • Wellbeing: Comprehensive benefits, work-life balance, mental health support, and more
  • Culture: Recognized for equality, diversity, flexibility, and work-life balance
  • Learning & Development: Access to learning resources and internal project opportunities
  • Social Impact: Employee-driven initiatives and volunteer programs for global impact
  • Purpose Driven Work: Opportunity to contribute to justice, truth, and transparency globally

If you want to be part of a team shaping the future of knowledge professionals and promoting transparency and inclusion, join us at Thomson Reuters

Accessibility

Thomson Reuters values diversity and seeks talented individuals globally regardless of background. We are an Equal Employment Opportunity/Affirmative Action Employer providing a supportive workplace.

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