Junior IT Support Engineer

Job Introduction

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.

Main Responsibilities

Accountabilities

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.

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.

• 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.