Desktop Support Engineer

Please find the JD below:

The role of the Engineers shall be

To Provide best in class face to face, hands-on technical customer support to BBC personnel at various locations in the UK.

To proactively assist BBC personnel by resolving/fixing any technical problems that could or may arise after a customer has been upgraded to Windows 10 / Office 365.

The Engineers will be performing laptop/desktop upgrades to Windows 10 / Office 365 which will involve building new laptops or rebuilding a laptop to the latest BBC Windows 10 build by following a set guide.

To administer, install and troubleshoot any additional software applications that the customer may need during or after an upgrade.

To seek out any opportunities to educate and/or provide light end user training within the ELS environment that the customer may benefit from when using Windows 10 / Office 365 for the first time.

Escalating more complex technical issues to other technical teams as required.

Logging work on to a ticketing system as required.

Working with other ELS project engineer’s/team members.

Working with Windows 10 Project Managers and Project Coordinators.

The Engineers provided shall have the following qualities:

Excellent soft skills, who enjoys helping others, with a customer friendly orientated hands-on, face to face approach.

A ‘Get things done attitude’.

Able to work under pressure and see a problem through to resolve.

Current or recent Windows 10 / Office 365 project rollout experience.

Experience of working in a 2nd line End User / IT Support setting, preferably within a Windows 10 environment.

Enjoys solving problems – and sees problems as an opportunity to change things that help the wider project(s) move forward.

Is proactive and outgoing, and works well in various team environments

with minimal supervision.

Willingness to pick up new skills and learn about new products.

Awareness of project delivery.

Technical skills required:

Excellent knowledge of Windows 10 (Enterprise).

Excellent knowledge Office 365 including Outlook, Word, Excel, PowerPoint and OneNote.

Excellent all-round 2nd line IT troubleshooting skills.

Good knowledge of Skype for Business.

Knowledge and experience of using OneDrive and Microsoft Teams.

Knowledge of Exchange Online would be useful.

Knowledge of Client Laptops and Microsoft Surface Pro.

Good knowledge of configuring Office 365 on mobile devices.

Good understanding of VPN (Remote working applications).

Good experience of using Active Directory.

Knowledge of BitLocker Encryption.

Good knowledge and experience of building laptops.

Knowledge of Follow-me printing.

Job type: Contract Experience level: 6 Years Reference: 21-03491