ICT Local TechHub Support Engineer

Based from any of our regional offices 

£Competitive

Team Overview

Ofcom exists to make communications work for everyone. We regulate the TV, radio and video-on-demand sectors, fixed and mobile telecoms, postal services, plus the airwaves over which wireless devices operate. We are also helping to inform the ongoing debate about the future of online regulation.

Purpose of the Role

As the €œface of Ofcom ICT€, the TSE is customer-focused in all interactions and puts the customer first when resolving incidents and fulfilling requests.  

The TSE is proactive in the pursuit of issue identification and resolution, educates and trains customers where necessary, promotes ICT services and ensures customer feedback is captured and communicated within ICT for consideration.  

You will support the Service Management and Program Delivery Teams where required to ensure service levels and delivery is maintained and be proactive in the preparation of supporting new or changed ICT services.

Requirements of the Role

Advice & Guidance: Specialist Advice

- Actively self maintains recognised expert level knowledge in O365, Intune MDM, SCCM and new meeting room technology

- Provides definitive and expert advice, training and support in meeting room technologies, specifically Microsoft Teams, Teams Live Events, Surface Hubs and O365 Services

- Supports and promotes the development and sharing of specialist knowledge within the organisation

 Stakeholder Management: Customer Service Support

- Provides a customer-centric ICT service in TechHub

- Undertakes regular proactive floor walking activities and site visits to national regional offices   

 Service Operation: System Software

- Reviews and identifies those that merit action

- Maintain and administer mobile devices management using Intune MDM

- Tailors system software to maximise hardware functionality. Installs and tests new versions of system software

- Investigates system software updates and co-ordinates the resolution of potential and actual service problems

Service Operation: Application Support

- Maintains application support processes and checks that all requests for support are dealt with according to agreed procedures

- Uses application management software and tools to investigate issues, collect performance statistics and create reports

Service Operation: Incident Management

- Investigates causes of incidents and seeks resolution

- Escalates unresolved and aged incidents

- Facilitates recovery, following the resolution of incidents

- Contributes in major incident resolution including security breaches

- Documents and closes resolved incidents according to agreed procedures

Service Operation: Problem Management

- Works with 3rd parties 

- Assists with the implementation of agreed remedies and preventative measures

- Initiates and determines actions to investigate and resolve problems in systems, processes and services

- Works with providers in contributing to forums around product suggestions and development, and has active participation in Microsofts User Voice platform

Qualifications

- Minimum of ITIL v3 Foundation Level

- Qualifications such as Microsoft MCDST, MCSE, MCSA, MCP or Cisco - CCNA, CCNP, and CCA are desirable

- Any other relevant technical accreditations

Competences

- Planning, project and programme management 

- Relationship management (internal and external)

- Communication (written and oral)

KNOWLEDGE & EXPERTISE

- Works on medium to complex incident, request fulfilment and project activities

- Demonstrates understanding of service management and project management frameworks

- Understands when and where to find technical guides and advice to support stockholders and resolve technical issues

- Strong working knowledge of Windows 10, Microsoft desktop and Office 365 applications

- Administrator level expertise across Windows Server, Active Directory, Group Policy, Office 365, Exchange online, Windows 10, print server and print management

- Networking skills layer 2/3, DNS, DHCP, TCP/IP, firewalls, switch management and practical knowledge of networking concepts (LAN/WAN)

- A basic to intermediate knowledge of Audio-Visual systems, including PA systems, interactive screens, audio mixers and vision mixers and the ability to assist in the setting up, operating, editing and processing of meetings and events using Microsoft Teams in conjunction with a range of AV hardware

Diversity and Inclusion

Ofcom is a forward-thinking, inclusive employer and recognises the value of diversity to truly €œmake communications work for everyone€. We welcome applications from suitably qualified applicants whatever their background, especially women, disabled and Black, Asian and Minority Ethnic (BAME) candidates as they are currently under-represented in our workforce. As a Disability Confident employer, we guarantee to interview any disabled applicant who meets the essential selection criteria.

We have an agile working model allowing us to have a location-neutral approach to filling our roles. We also support flexible ways of working, wherever possible. Our colleagues are free to move around all our offices, enabling them to work alongside and collaborate with other teams and groups. These initiatives help Ofcom colleagues to work flexibly in way that supports them. 

This role is available on a full or part-time basis. 

To apply for the role of ICT Local TechHub Support Engineer, please apply via the button shown. 

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency. 

Other organisations may call this role IT Support Engineer, Technical Support Engineer, Network Support Engineer, IT Project Manager, or ICT Support Engineer.