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1st/2nd Line Service Desk Engineer (6months FTC)

Closing date
24 Feb 2021

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Technology & New Media
Contract Type
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Job Details

DescriptionAbout the TeamThe IT department provides a wide range of IT systems and services to Future Publishing. In particular, the IT department has overall responsibility for supporting over 1200+ internal customers globally and managing over 1300 desktops and mobile devices globally.

The department aims to ensure that systems and services are effective, efficient and economic, meeting operational needs and supporting business plans. It is committed to continually improving the way we work and the services that we are responsible for.

The IT team is made up of Service Desk, Infrastructure, Internal and Business systems that provide support, solutions and expertise to the business globally.

Job PurposeFuture is an international company with offices on 3 continents. This will include 1st and 2nd line support and ensure closure of all service issues is done in accordance with agreed procedures and standards. The Engineer will be expected to do a mixture of both in-house and field coverage as agreed with the IT Service Desk Team Lead

The successful candidate will be required to have experience supporting both Mac and PC devices. Also experience using device management software on both platforms to build machines to a company standard and to push out authorised software such as Adobe CC, Microsoft Office etc.

This role will work closely with the other global support teams to resolve issues, manage IT requests and provide assistance in a follow the sun model in a 1st/2nd line capacity

Note: IT Service Desk and IT Operations work together to provide internal customer support between the hours during the working week. Weekend and bank holiday work may be necessary depending on requirements.

Key Responsibilities
  • To provide telephone, email support and field support to internal customers and colleagues providing an excellent level of service. Calls must be logged, prioritised and actioned via the IT Service Hub (Fresh Service) ticketing system.
  • To be able to identify trends and escalate them to other team members. To be proactive in identifying areas for improvement and bringing these ideas to the attention of the relevant people and to assist in the development of the Service Desk procedures and knowledge base.
  • To maintain an awareness of developments in the industry and participate in the sharing of knowledge and ideas across the department and other areas of the business.
  • Autonomously deliver projects as directed by line management to agreed timescales, cost, and quality.
  • To undertake the installation, maintenance and decommissioning of computer hardware and peripherals ensuring that this is done to agreed procedures and standards and that all relevant documentation is maintained.
  • To provide technical assistance in the development and testing of software and services and to assist in the planning, implementation, documentation and on-going support of any Mac/PC based corporate system.
  • To maintain an awareness of developments in the industry and participate in the sharing of knowledge and ideas across the department and other areas of the business.

RequirementsWhat do I need to succeed?
  • Two years of experience in 1st/2nd line IT Support preferable
  • Experience using ITSM tools such as FreshService, Atlassian Jira or equivalent.
  • Have a practical background in problem solving with Mac and/or PC systems
  • A comprehensive understanding of Microsoft Windows and Apple Mac OS X
  • Familiarity with remote administration and central management of computers via tools such as; Jamf, Kace, Munki etc
  • An understanding of software licensing & Asset management via Snow or equivalent
  • The desire to 'automate everything', combined with the ability to rapidly learn the technical skills necessary to do so
  • Ability to independently solve technical issues
  • Experience with G Suite and Office 365 service administration
  • Experience with Sophos Antivirus or equivalent
  • Meticulous at keeping documentation up to date and factual.
  • Excellent communication, teamwork and customer service skills will be crucial in this role

BenefitsWhat will I get in return?As well as our standard benefits, we have a number of awesome perks available to our staff including:
  • Unlimited paid time off (yes you read that right!)
  • A share in our success- every member of staff receives a profit pool bonus at the end of our financial year
  • Central office locations with safe working spaces and tonnes of flexibility to work remotely as required
  • Discounted digital magazine subscriptions and access to back copies of our print magazines and bookazines
  • Regular colleague events arranged by our wonderful Community & Culture committees
  • Huge opportunities to learn and develop whether through professional qualifications, exposure to incredible business projects or informal lunch & learns, hosted by your colleagues

We are FutureConnectors. Creators. Experience MakersWe're Future. We're 2300 colleagues over 200 brands speaking to 400 million people every month across the globe through websites, events and magazines. We haven't just survived in 2020, we've thrived, increasing our audience share, taking more number one positions, acquiring new businesses and launching new brands.

And we don't plan on stopping any time soon.

We've got an ambitious plan for 2021 that will build on our growth momentum and unlock new opportunities. We're calling it Future 3.0 and we're looking for talented people who want to be a part of it.

Inclusion & DiversityAt Future we are passionate about ensuring that as a business, we are continuing to promote diversity and inclusion not just in our recruitment processes, but everything we do.

Future is an equal opportunity employer and we will continue to ensure our recruitment process will be free of bias and our workplaces are inclusive, positive, free of discrimination and respects all backgrounds and beliefs. Our culture is underpinned by our values which will continue to ensure that all applicants, current and future employees are treated with respect and fairness.

We are continuing to be inclusive in our approach to flexible working, ensuring that we are making adjustments where required and providing our employees the tools and support to enable them to grow and flourish in their careers
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