Editorial Support Specialist:
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:
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.
- 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.
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What’s in it For You?
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.
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, 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 Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive 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.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
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.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
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What We Do
Thomson Reuters (NYSE / TSX: TRI) informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. The company serves professionals across legal, tax, accounting, compliance, government, and media. Its products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. For more information, visit tr.com.
