Senior IT Support Engineer

Get AI-powered advice on this job and more exclusive features. The Independent is an online news publisher that was established in 1986 as a national newspaper independent of party political affiliations or proprietorial influence. In 2016, The Independent became a fully digital publisher, moving away from print in pursuit of sustainability, and to safeguard its values and journalism for the future. The Independent has always thrived through innovation and change. It was the first British newspaper to add a Saturday magazine; the first to give photography the same prestige as a news copy; the first to challenge the Westminster lobby system of closed briefings; the first broadsheet to move to the more compact ‘tabloid’ format; the first to launch a concise quality compact paper; and the first – and only – major newspaper to pull off a successful transformation to fully digital publishing. Through The Independent, Independent TV, eCommerce, indy100, subscriptions and other ‘reader revenues’, The Independent plans to continue the work of many decades, bringing much-needed independent journalism to over 100 million unique global visitors a month, making its voice ever louder and more insistent the world over. We have an international editorial team with our main offices in London and New York. The role The new role of the Senior IT Support Engineer will be responsible for the support and maintenance of our new IT services infrastructure, operations, and cloud solutions, and will include all the following responsibilities: End-User Support and IT Helpdesk Management: Assist and support with deployment and maintenance of desktops, laptops, mobiles, and peripherals. Oversee IT helpdesk and ticketing for timely issue resolution. Document support interactions and ensure issues are resolved per SLA. Enhance user experience through MDM for upgrades, patches, and support automation. Help with maintaining inventories of hardware and software. Infrastructure Support: Assist where needed on deployment, and maintenance of IT infrastructure, including networks, data centres, cloud services, and hardware. Ensure high availability, scalability, and performance of infrastructure systems. Oversee and assist maintaining server, database, storage systems, and other core infrastructure components. Ensure regular backup and recovery systems are in place and tested regularly. Address and resolve technical issues related to system performance and security. Supervise networking operations, including LAN/WAN management, VPNs, firewalls, and wireless networks. Assist and support cloud platform provisions through Okta. Information Security: Assist with developing and enforcing comprehensive information security policies, procedures, and controls. Assist with implementing security tools and practices, including firewalls, anti-malware intrusion detection/prevention systems, and encryption. Provide advice and guidance to staff across the business on security best practices. Collaborating with Vendors and Collaborators: Work closely with the IT Manager and other teams to align infrastructure and security strategies with business objectives. Help evaluate and implement new technologies to improve infrastructure efficiency and security. Assist in the development of knowledge base articles and user guides to enhance customer self-service capabilities on Slack. Diversity, Equity and Inclusion We champion diversity in our teams and in our reporting. As a growing and global brand, we must have a workforce that’s more representative of our readers, viewers, clients, and partners, and a workplace that creates a sense of belonging for everyone. We are committed to hiring and developing a diverse workforce regardless of background, and we support our people to thrive in their careers here. The Independent is an equal opportunities employer; if you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly. About you We are looking for an individual who embodies our spirit and shares our work ethic, to provide the best possible IT platform and services to support our users whilst also maintaining the human element of IT. You will have excellent communication skills. You will know what it takes to be part of a world-class IT operations team. You will have a real can-do attitude, drive, and talent to work in a fast-paced collaborative environment. You will be comfortable working both as part of a growing team and autonomously. You know what good looks like for high-availability IT operations and support. You will take the initiative when it comes to workload and be highly organised. You will be able to analyse, debug, and resolve support issues quickly and efficiently. You will role model company values and behaviours. Essential skills and experience Strong technical knowledge of supporting user devices (MAC/PC & iOS). Good knowledge and understanding of MDM tools (Kandji and InTune). Good technical knowledge of Cloud, SaaS, IaaS, and workplace productivity tools (Google Workspace). Broad technical knowledge in networks and infrastructure (WAN/LAN), also including networking equipment: Routers, Firewalls, Switches, WiFi access points, VPNs etc. (Cisco Meraki). Experience of Okta for SSO, MFA, IDP. Experience of IT methodologies and processes including ITIL and Agile. Experience of EDR solutions (Crowdstrike, Defender, SentinelOne). Extensive application and operational support experience gained from managing IT services and platforms such as Finance and HR, Collaboration (e.g. Slack) and Specialist tools for Design, Video (Adobe/Figma). Experience with support and helpdesk operations and processes. Experience with IT in international multi-site environments. Our values – you will deliver across all our values Inclusive:

We champion diversity in our teams and in our reporting. Working as a team, we put transparency and effective communication at the heart of everything we do. Innovative:

From the very beginning, The Independent has been breaking the mould. We take risks and are always looking to try new ideas in pursuit of excellence. Independent:

Nobody tells us what to think; we make up our own minds and aren’t afraid to do things differently. Like our readers, we value honesty and integrity above outside influences. Seniority level

Associate Employment type

Full-time Job function

Information Technology Industries Broadcast Media Production and Distribution

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