Editorial Support Services Engineer  

Job Overview:
The Editorial Support Services Engineer is responsible for providing front-line technical support for editorial systems for both Digital and Print, including application maintenance, installation, content archiving, and user training. The role ensures uninterrupted editorial operations by responding to user issues promptly, archiving content daily, and uploading newspaper files to partners. This position works closely with the Assistant Supervisor and Supervisor to maintain and enhance editorial platforms and workflows.

Key Responsibilities:

1. Editorial Application Maintenance, Installation, and Modification
a. Monitors and performs routine checks on editorial applications such as CMS platforms, layout software, and content tools.
b. Troubleshoots errors and user issues to enhance a smooth editorial workflow.
c. Installs and updates editorial applications and modules as requested.
d. Applies approved modifications and supports configuration changes to improve user efficiency.
e. Ensures timely setup and documents all installation for internal records.

2. User Support and IT Ticketing
a. Provides real-time support to editorial system users, addressing issues submitted through the IT Ticketing System.
b. Ensures all assigned tickets are updated and resolved efficiently, prioritizing issues based on urgency and impact.
c. Gathers user feedback to help improve support quality and editorial satisfaction.

3. Editorial Systems Improvement
a. Assists in researching, testing, and documenting current and proposed editorial systems and processes.
b. Participates in pilot testing and evaluation of new tools to be implemented in the editorial workflow.
c. Suggests enhancements and reports on the effectiveness of existing systems.

4. Editorial Training Support
a. Train end users in the operation of editorial systems and software, particularly new tools or updates.
b. Provides user guides, short demos, and hands-on assistance to increase confidence and reduce dependency on IT.
c. Tracks training feedback and supports onboarding for new editorial staff.

5. Editorial Content Archiving
a. Archives all editorial content: text, images, and full pages, on a daily basis.
b. Maintains accurate, retrievable backups for future editorial and legal reference purposes.
c. Ensures data is stored securely in accordance with internal protocols.

6. Newspaper Uploading
a. Uploads completed newspaper editions and related content to distribution partners and platforms.
b. Verifies accuracy and completeness of each upload
c. Monitors upload status and resolves any issues promptly.

7. Collaboration and IT Projects
a. Assists in testing, implementation, and deployment of IT projects or editorial-related projects as assigned.
b. Participates in cross-functional initiatives including automation, workflow enhancements, or cybersecurity tasks.

8. Process Documentation
a. Develops, updates, and maintains clear documentation of all ESS and processing workflows.
b. Ensure availability of SOPs for training, compliance, and audits.
c. Recommends improvements to departmental policies and operational procedures to enhance output and reduce errors.

9. Performs other related tasks that may be assigned.

Education:

• Bachelor’s degree in Information Technology, Computer Science, or related field

Experience:

• 1–3 years in IT support, system administration, or technical support; experience with editorial or publishing systems is a plus

Technical Skills:

• Proficient in CMS platforms, layout software, and content tools; basic knowledge of system installation, troubleshooting, and configuration

IT Competencies:

• Familiarity with ticketing systems, application maintenance, data archiving, and file upload processes Soft Skills: Strong problem-solving, communication, and collaboration skills; attention to detail and ability to prioritize tasks in a fast-paced environment

Additional:

• Ability to provide end-user training and maintain process documentation; understanding of workflow improvements and system enhancements