Technical Support Analyst
6 days ago
We are seeking a Technical Support Analyst to become a part of our team at Thomson Reuters.
This position acts as a key contributor within the Special Technology Services (STS) division, integrating user assistance and system support with project execution.
The ideal candidate will possess the ability to manage tasks from initiation to resolution, ensuring successful project delivery in a live environment.
Role Overview
As a Technical Support Analyst, your responsibilities will include:
Key Responsibilities:
Deliver second-level user support to Thomson Reuters personnel (Text, Visuals). Serve as a point of escalation for stakeholders within the editorial sector, reporting to the Director of Special Technology Services. Collaborate with technology teams to define and implement innovative solutions.User and System Support (80%):
Assist staff with hardware and software challenges (Windows and macOS systems, applications, soft phones, mobile devices, etc.). Provide support for editorial and internally developed applications. Assist with backend infrastructure and systems as necessary. Offer support both in-person and via phone as required. Initiate Major Incident processes when necessary due to business impact, participating in Technical Recovery discussions.Project Involvement (10%):
In conjunction with support and project execution, the candidate may be required to travel internationally on an ad-hoc basis for deployment upgrades, office relocations, and journalistic events. Work independently or as part of a team to deliver various projects as directed. Engage in physical tasks, including the setup and installation of equipment.macOS Support (10%):
Act as the primary contact for daily macOS support, device setup, and serve as an escalation point for complex issues. Collaborate with stakeholders, internal technology and security teams, and third-party partners to deliver macOS support and project initiatives. Conduct installation testing and work with business units to ensure user acceptance, functional, and load testing.Candidate Profile
To qualify for the Technical Support Analyst position, candidates should possess:
Essential Skills & Experience:
Strong understanding of operating systems (macOS, Windows, iOS, Android). Solid knowledge of networking concepts (DHCP, DNS, subnets, routing, etc.). Proficient working knowledge of: Active Directory, Office 365, VPNs. Experience in a high-volume ticketing environment and systems (ServiceNow). Proven track record of successful support and project execution. Excellent interpersonal skills and a quick learning ability. Highly motivated and self-driven.Desirable Skills:
Familiarity with server operating systems (Windows Server, Unix, Linux). Awareness of technology security best practices. Ability to communicate in a second language is a plus.What We Offer:
Join our diverse culture of exceptional talent, where we are dedicated to your personal and professional development through:
Flexible Work Environment: We have embraced a hybrid working model that allows for flexibility in the workplace. Wellbeing Initiatives: Comprehensive benefits packages that support work-life balance, including flexible vacation and mental health days. Inclusive Culture: A globally recognized commitment to equality, diversity, and inclusion. Learning Opportunities: Access to LinkedIn Learning and internal talent marketplaces for cross-company projects. Social Responsibility: Participation in employee-driven resource groups and volunteer initiatives. Purpose-Driven Work: Be part of a team that contributes to justice, truth, and transparency.At Thomson Reuters, we are committed to fostering an environment where every employee can thrive and contribute to our mission of delivering trusted information globally.
Accessibility Commitment:
We value diversity and strive to create an inclusive environment for all employees, regardless of their background.
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