Editorial Support Specialist

We are looking for a Editorial Support Specialist to join us in Gdansk

The Role is as a specialist in Reuters Special Technology Services (STS) team, and merges end user support and system support work with project delivery. The candidate needs to be able to own items from start through to completion or resolution and deliver on projects in a production environment. Reuters Visuals both use the macOS platform, and thus a strong focus of this role will be on macOS support, platform development and projects.

About the role:

Responsibilities / Accountabilities:

• Provide 2nd and 3rd level end user support to the Reuters editorial users (Text, Visuals).

• Be a point for escalation from stakeholders within the Reuters editorial business, reporting to Director of Special Technology Services

• Work with technology teams to scope and implement new and innovative technological solutions.

• Produce full project documentation and support notes depending on the task.

Support of Users and Systems (70%):

• Assist staff with end user hardware and software issues (Windows and macOS devices, applications, soft phones, mobile phone, printers, 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.

• Assist staff acting as an escalation point being a member of 24/7/365 following the sun team and resolve issues or escalate to the correct resolver group as required.  The candidate would be expected to work weekend shifts according to the team rota.

• Initiate Major Incident process when required due to the impact on Reuters business, participate in Technical Recovery call.

Projects (20%):

• 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 breakdown of popup offices and installation of equipment.

macOS platforms (10%):

• 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, and 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.

About you:

To be considered for the role, you will need to have:

Technical/ Professional Skills & Competencies:

Essential Skills & Experience Required:

• Proven experience with Windows and macOS over multiple versions, including providing daily support and platform development.

• Experience with MDM and MAM platforms (JAMF, InTune).

• Ability to script in Shell script (bash, zsh) with use of variables, restrictions, and conditional statements.

• 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

Desired Skills:

• Understanding of picture (metadata) and video (formats and codecs) files.

• Use and understanding of server operating systems (Windows Server, Unix, Linux)

• Awareness of technologies such as wireless cameras, satellites, and other elements of TV including analogue, digital, NTSC, PAL, professional audio, SD, HD & UHD.

• Awareness of technology security and related best practices

• An ability to communicate in a second language would be an advantage.

Education/ Certifications:

• Computing degree or similar qualification preferred

What’s in it For You

At Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:

• Global Career: As a global company, we can offer a truly international career and progression opportunities

• Learning & Development: On the job learning and coaching with an intensive training package. We also have a dedicated training team focused on the continuous development of our journalists

• Benefits: We offer competitive salary packages and market leading benefits including paid volunteering days and a wellbeing scheme including private healthcare and Multisport card

• Perks: Work alongside Pulitzer Prize-winning journalists and a team who provide unmatched, award-winning coverage of the world’s most important stories

About Reuters

Reuters is the world’s largest multimedia news provider. Founded in 1851, it is committed to the Trust Principles of independence, integrity and freedom from bias. With unmatched coverage in over 16 languages, and reaching billions of people worldwide every day, Reuters provides trusted intelligence that powers humans and machines to make smart decisions. It supplies business, financial, national and international news to professionals via desktop terminals, the world's media organizations, industry events and directly to consumers. Reuters: The Real World in Real Time

#LI-AG1

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. 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.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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.

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More information about Thomson Reuters can be found on thomsonreuters.com.