Editorial Support Specialist

3 weeks ago

Bengaluru, Karnataka, India Thomson Reuters Full time
About the Role

We are seeking a highly skilled Editorial Support Specialist to join our Technical Operations team. As a key member of our team, you will provide technical support and delivery capability for the current and future design, testing, delivery, support, and maintenance of production services in the technical operations environment.

Key Responsibilities
  • Provide 2nd level end user support to 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 in-house 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
What's in it For You

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

  • 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
  • Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
  • Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
  • Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
  • Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
  • Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet 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

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