Helpdesk Engineer

Job Description:

Join a team which leverages media, legal and data-driven expertise to strengthen independent journalism, enable access to the law and promote responsible business.

We are the corporate foundation of Thomson Reuters, one of the world’s leading content and technology companies. A registered charity in the UK and the USA, our expertise is embedded across the globe.

The Thomson Reuters Foundation’s Product & Technology team supports the digital tools, platforms and services that enable our staff to deliver work across multiple regions and programmes. We are seeking a Helpdesk Engineer to provide first-line technology support to colleagues across the Foundation, helping staff resolve day-to-day IT issues quickly, clearly and professionally.

This is an entry-level technology support role suited to someone with strong troubleshooting instincts, good communication skills and a practical interest in helping non-technical users. The successful candidate will support common issues across laptops, accounts, Microsoft 365, Google Workspace, collaboration tools, Wi-Fi, VPN, printers and business applications, while learning from more experienced colleagues across the Product & Technology team.

Key Responsibilities:

• Provide first-line technical support to TRF staff, responding to support requests through the team’s ticketing system and other approved support channels.

• Triage, investigate and resolve common IT issues, including account access, password and MFA problems, laptop and peripheral issues, Wi-Fi, VPN, printers, Microsoft 365, Google Workspace and collaboration tools.

• Escalate more complex incidents or service requests to appropriate colleagues or Thomson Reuters support teams, providing clear notes, relevant context and accurate troubleshooting steps already taken.

• Support onboarding and offboarding activities, helping ensure that new joiners and leavers have the right equipment, access and guidance at the right time.

• Maintain accurate records of support requests, resolutions, known issues and follow-up actions in the ticketing system.

• Create and update simple user-facing guidance, knowledge articles and internal support notes so that common issues can be resolved consistently.

• Communicate clearly and patiently with colleagues, translating technical issues into plain language and helping users understand next steps.

• Follow agreed information security, data protection and access management processes, escalating risks or unusual activity where appropriate.

• Contribute to continuous improvement of the helpdesk function by identifying recurring issues, process gaps and opportunities to improve staff experience.

• Work Mode: Hybrid (2-3 days work from office is mandatory every week).

• Shift Timing: 12pm IST to 9pm IST.

Required Qualifications:

• Bachelor's or Master's degree is required.

• At least 1-3 years of relevant experience.

• Basic computer troubleshooting skills and the ability to work through problems logically.

• Experience using and supporting Windows and/or macOS devices.

• Familiarity with Microsoft 365 and/or Google Workspace, including tools such as Outlook, Teams, OneDrive, SharePoint, Gmail, Google Drive and Google Meet.

• Some familiarity with IT support, service desk or ticketing systems, and a willingness to follow structured incident and request management processes.

• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.

• Good attention to detail, including the ability to keep accurate notes and follow agreed processes.

• A basic understanding of common workplace technology issues, including passwords, MFA, Wi-Fi, VPN, printing, software installation and account access.

• A customer-focused approach, with patience, professionalism and a willingness to help colleagues resolve issues.

• A willingness to learn, ask questions and develop technical skills through hands-on support work and guidance from more experienced colleagues.

• Relevant work experience, internship experience, customer support experience or demonstrable practical technical experience. Formal education in IT or computer science is welcome but not essential.

Preferred Qualifications:

• Experience with Jira Service Management, ServiceNow or another ticketing platform.

• Basic experience with Active Directory, Azure Active Directory / Microsoft Entra ID, or identity and access management concepts.

• Experience supporting enterprise collaboration tools such as Microsoft Teams, Outlook, OneDrive, SharePoint, Zoom, Google Workspace or similar platforms.

• Prior helpdesk, IT support, desktop support, internship or customer support experience in a medium-sized or large organisation.

• Basic familiarity with Power Platform tools, such as Power Automate or Power Apps.

• Basic familiarity with Linux or command-line tools.

• Awareness of cyber security good practice, including phishing, least-privilege access, secure password practices and safe handling of organisational data.

• Experience writing simple how-to guides, FAQs or knowledge base articles for end users.

#LI-GS2

What’s in it For You?

• Global Perspective and Impact: Interested in working for a dynamic global organization with a focus on social impact? With hubs all over the world from Bangkok to Madrid to Rio de Janeiro, join a truly international team with a shared goal of helping to build societies around the world that are free, fair, and informed.

• Unique Approach: Our expertise in media and the law is world class. We combine the power of both to address the critical issues faced by humanity.

• Our Relevance: With a focus on advancing media freedom, fostering more inclusive economies and promoting human rights, our work has never been more needed than right now.

• Industry Competitive Benefits: We offer competitive salary packages and market-leading benefits.

• Learning & Development: We are dedicated to the continual professional development of our employees and offer access to both in-house and external training opportunities.

About Thomson Reuters Foundation

The Thomson Reuters Foundation is the corporate foundation of Thomson Reuters, the global news and information services company. As an independent charity, registered in the UK and USA, we leverage our media, legal and data driven expertise to strengthen independent journalism, enable access to the law and promote responsible business. Through news, media development, free legal assistance and data intelligence, we aim to build free, fair and informed societies.

About Thomson Reuters

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

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. 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.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.

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