IT Support Engineers (ITSEs) are the primary day-to-day operational interface between BBC Studios business users and the Technology functions. Junior ITSEs handle incidents and requests for change, while also providing the initial contact with the users. Where the Junior ITSEs cannot provide a resolution themselves, they will gather information on the incident or request and work with their team as appropriate to facilitate a resolution.
- Assess, investigate and resolve IT incidents and requests assigned to the ITSE group, whether it be locally or some other source, recording the details and advising on progress as appropriate; this may include providing ‘desk-side’ or other face-to-face support directly to the end user;
- Where resolution cannot, or is unlikely to, be achieved within defined targets, assign the job to the appropriate resolver group and assist them in achieving resolution;
- Ensure that details of current status and the eventual resolution are correctly recorded, providing feedback as and when appropriate to the IT Support Team Leader.
- Undertake ITSE duties, or as directed by reporting manager, including but not restricted to:
- The prompt and efficient handling of customer reported IT incidents or requests received by the Service Desk via phone calls, emails & web portal;
- The initial investigation and assessment of IT incident reports with a view to resolving pre-defined categories “at first contact” with the users; examples may include password resets and basic advice on the use of core services;
- Where incident reports cannot be resolved within defined targets, gather and record essential diagnostic information either for later action or to assign to other resolver groups (for example, specialist application support teams or an external supplier);
- Respond as appropriate to service requests, including, for example, end user equipment supplies, minor system changes, approved application installations or requests for information; and
- Verify and grant authorised users the right to use core or specified non-core services, while preventing access to non-authorised users; this includes the processing of joiner/leaver notifications and authorised requests to read email/data aligning BBC Studios company policy.
- The ability to work autonomously with an amount of working from home when required, or as directed by reporting manager.
Scope & Impact
This role plays a fundamental part in ensuring that BBC Studios derives maximum operational benefit from its technology investment, by ensuring that problems and requests are dealt with promptly and efficiently. Furthermore, as the main contact points that business users have with Technology, the effectiveness and professionalism of ITSEs has a direct influence on the perception of the quality and value of Technology as a whole.
Whilst the main scope of the role is to provide local regional support, the role does contain a level of global scope, as incidents and requests may be received from any internal users irrespective of their location and assigned for action to Technology functions in any office.
Strategic Planning & Decision Making
Good tactical decision making, with an emphasis on diagnostic assessments, resolution options and customer satisfaction, is fundamental to the role.
Frequent contact with business users and resolver groups (internal and external) to receive and address IT incidents and requests.
Regular contact with Service Management, Applications Support and Infrastructure teams to share information on incidents & other operational service events.
The Ideal Candidate
Knowledge and Skills
Service Desk and Incident Management:
· Receives and handles requests for support following agreed procedures;
· Responds to requests for support by investigating and resolving incidents, or by providing information to enable incident resolution and allocating unresolved calls as appropriate;
Client Services Management
· Maintains records and advises relevant persons of actions taken; and
· Initiates & monitors actions to investigate & resolve problems in core systems; and
· Assists specialist resolver teams with the investigation and implementation of agreed remedies and preventative measures.
· Assists in the investigation & resolution of issues relating to business applications; and
· Assists as requested with specified maintenance procedures.
In addition, working knowledge is required of the following:
· Microsoft Office applications, including diagnosing and troubleshooting;
· Microsoft Active Directory administration, to include creating users accounts and distribution lists;
· Providing Computer support, including troubleshooting skills for the following operating systems:, Windows 10 and Mac OS X; and
· PCs, laptops and various types of peripheral hardware (including copiers, printers and data projectors).
Good knowledge is also required of the following:
· Printer support;
· Troubleshooting user profile issues;
· Application installations;
· Operating system deployment tools such as SCCM for Windows or JAMF for Mac;
· Working with Active Directory;
· Application delivery mechanisms such as SCCM;
· Secure remote client, connecting to wireless and ADSL; and
· Working with mobile devices such as iPads and Smartphones.
Qualification in technology discipline is desirable.
An ITIL (IT Infrastructure Library), ISO 20000 Service Management Standard or similar service management qualification would be beneficial.
Prior experience of a service desk or customer support operation is required.
Additional languages as spoken throughout the APAC region will be looked upon favourably.
To apply please submit a CV and a Cover letter to be considered.
You must hold full working rights in Australia.
Role: Junior IT Support Engineer
Contract type: Perm - Full Time
Location: McMahons Point, Sydney, Australia
Reporting to:IT Support Team Leader (APAC)
You must hold full working rights in Australia to apply.
Please submit your CV and Cover letter by the 19th April to be considered.
About the Company
Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential.
We want to attract the broadest range of talented people to be part of the BBC – whether that’s to contribute to our programming or our wide range of non-production roles. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity.
We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise.