Digital Operations Engineer

Salary: up to £30,000 dependant on experience + company benefits

We are looking for an enthusiastic individual to join our Digital Operations team as a Digital Operations Engineer. This role is perfect for someone who loves balancing customer care and technical support, has a knack for handling high-priority situations under pressure, and enjoys managing mini-projects to meet deadlines.

The Digital Operations Team is the second line of defence for support of more than 75 Company websites, they have a great level of knowledge of the websites and Digital applications used by our Editorial teams, and an excellent level of customer service. The team fix as many issues as they can and deal with requests/incidents for all Digital applications and site builds. They resolve 95% of the issues before passing them onto 3rd-line support.

Role Location

The role is fully remote, and so we are therefore open to candidates across the UK.

So, who are we? 

We are Reach Plc, you might not have heard of us but we have probably met without you even realising it. We are home to the UK and Ireland’s most iconic digital platforms, magazines and newspapers. From the Mirror, Daily Express and OK!, to our regional titles such as the Liverpool Echo, BirminghamLive and the Manchester Evening News (plus lots more), our brands and the stories we cover are as varied as our people. We help all kinds of people share experiences through our stories because we believe this is what makes us human.

Oh, and we should probably also mention that with a monthly readership of 47 million people, Reach is the largest commercial publisher in the UK. At Reach, not only will you feel better understood, you will also feel you understand other people better too.

In this role, you'll be providing high-level technical support to your fellow employees through phone, email, Google chat, or remote access. You'll handle a variety of tasks, prioritizing them as needed, and communicate effectively within our team and the broader Digital community. You'll also have the chance to contribute to improving our processes and collaborate on our team Knowledge Base.

Part of your responsibilities will include sending out communications and maintaining reference materials for the team. You'll also lead and assist in mini-projects as requested by the team and customers, ensuring products are delivered by their launch dates. Managing high-priority incidents under pressure and conducting post-incident reviews will be key aspects of your role.

This position requires you to be methodical and able to meet deadlines. But don’t worry if you feel like you don’t have all the skills yet—our team will provide comprehensive training to get you up to speed!

As part of our team, the ideal candidate should be supportive and effective, with a commitment to achieving team goals while prioritizing customer needs. Building and maintaining positive relationships with customers and team members is crucial, and so we are looking for a candidate who is passionate about delivering exceptional customer support, demonstrates a strong desire to achieve the highest level of customer service, with effective communication skills that enable positive interactions via phone, email, and chat. 

We're seeking someone who loves solving problems and can think creatively to assist our customers promptly. Success in this role comes from being organized, managing your time effectively, and staying motivated. You'll also need strong written skills for clear documentation and email communication. Working to deadlines in a busy, sometimes high-pressure environment is important too.

An intermediate level of technical knowledge in PC, mobile, and web applications is essential, along with an understanding of internet operations and functions. Experience with content management systems is a plus!

A level of flexibility is required in this role, as there will be times where rota cover is needed during business and out-of-office hours, sometimes at short notice. 

Note: This job description outlines the primary responsibilities and requirements for the Digital Operations Engineer role. There will be opportunities for training, mentorship, and skill development to progress within the Digital Operations Team.

We are offering a competitive salary and benefits including;

• Help saving for your retirement - join our pension scheme and we’ll match contributions up to 6%
• 25 days’ holiday per year when you join. After three, five and ten years’ service with Reach, you’ll accrue one additional day of annual leave. We also have a Holiday Purchase Scheme
• Giving back day - an additional day’s leave each year to support a cause close to your heart
• Enhanced family leave - including maternity, paternity and adoption - and you’ll be eligible after just six months’ employment
• Private Healthcare Cash Plan - free health cash plan so you can claim back cash for a range of medical expenses
• As one of the UK’s top 50 Inclusive Employers everyone’s invited to join our events, programmes and networks to celebrate diversity and build an environment where all our people can thrive
• Wellbeing support - including a 24/7 employee assistance programme (EAP) for you and your nearest and dearest
• Awesome career opportunities - you’ll have support from your line manager and a range of learning & development programmes
• We are also a member of the 30% Club, a global campaign aimed at increasing gender diversity at board and senior management levels

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested please apply early to avoid disappointment.

Reach plc believes diversity brings benefits for our customers, our business and our people. This is why we are committed to being an inclusive employer and encourage applications from all suitable applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.