IT Support Specialist, Reuters

Job Description

We are looking for an IT Support Specialist to join us in Reuters News & Media technology team in Cairo, Egypt.

The Role is as a specialist in the 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.

About The Role

As an IT Support Specialist, you will:

• Provide 2nd level end-user support to the Reuters users.
• Be a point for escalation from stakeholders within the Reuters editorial business, reporting to the Editorial Support Specialist manager.
• Work 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 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 processes when required due to the impact on Reuters business, and participate in Technical Recovery calls.
  
  

Projects (10%):

• As part of support and project delivery, you might be expected to travel internationally on an 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.
  
  

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 businesses to deliver on user acceptance
  
  

About You

You’re a fit for the role of IT Support Specialist if you 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
  
  

Desired Skills

• 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.
  
  

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 26,000 employees across more than 70 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 https://thomsonreuters.com.