Engineer job in London at BBC


Company: BBC

Location: New Broadcasting House, London UK

Date Posted:May 12, 2018

Engineering Operations is part of BBC Engineering. The department actively helps BBC programme makers create and deliver great content across Radio, TV and Online.Engineering Operations is principally responsible for supporting live and recorded programme output all day, every day across Network Radio, News, World Service and BBC North in Salford. As a support department our role is to make life as easy as possible for those using the BBC's technology, while minimising the amount of licence fee that is consumed in doing so.Our teams support studios and other production facilities, digital production systems, broadcast infrastructure as well as personal computing devices across the BBC's UK and international offices. We are also responsible for operational switching and monitoring live and pre-recorded BBC output as well as a wide range of other production support services.The prime responsibility is to carry out a range of IT support duties that are either static or mobile as required by the Team Leaders within W1 and other BBC offices in London.You will be based within one of the dayside or 24/7 shift teams on a fixed pattern of days and/or nights including weekends and will undertake a mixture of 1st line support calls, managing user admin requests, typical 2nd line IT desk visits and also within the customer facing “Laptop Clinic.”You will ensure duties are performed efficiently and to a consistently high standard. Reporting back to the Team Leader you will bring to their attention any issues you encounter during the course of your work that require escalation in order they can assist in reaching a satisfactory resolution.Operational Provide telephone support for staff based Nationally and Internationally to the standard BBC version of Windows 7 desktop and user assistance through a site visit or remotely, utilising appropriate tools and software Logging, updating and tracking of support calls, within Remedy, with timely and accurate information to effect a speedy repair of equipment. Liaise with 3rd party suppliers ensuring that support calls involving outsourced support functions are managed and actioned within agreed SLA agreements. Have the ability to remain calm under pressure dealing with difficult customers in broadcast critical “ON AIR” environments. To provide technical support for laptops brought to the laptop clinic, predominantly testing and configuring standard tools for remote access to the BBC Network.Responsibilities The ability to deal with multiple concurrent projects in an efficient, systematic and thorough manner, maintaining accuracy, safety and attention to detail when working to tight deadlines. To be responsible for your own day to day performance, and development. Responsible for ensuring you understand the purpose of the team in which you work. To take part in an effective annual appraisal programme, ensuring that the personal and business objectives set for yourself are meaningful and that you understand them. To monitor your own performance discussing with your supervisor or coordinator any issues you may have. To proactively look at what training and assistance you may need to fill any skill areas you feel weak in. To actively contribute to the development of your Training and Development Plan to ensure that the training remains focused to the business need and your personnel development.Personal Attributes Ability to work alone and unsupervised. Ability to work well in and contribute to a team. Ability to remain calm yet assertive under extreme operational pressure. Ability to learn quickly. Experience or understanding of the pressures of an IT call centre environment. Experience of working in an environment with a strong customer focus. Excellent communicator - spoken and written - with customer empathy, experience of service delivery in a demanding customer service environment. An Awareness of ITIL Best Practice. A good understanding of the BBC organisation and how their role will interact with other divisions. An interest in supporting BBC News and it’s broadcast activities, showing a demonstrable understanding of the pressures and demands of a fast-moving, news production environment. Ability to empathise with staff working under difficult circumstances. A commitment to maintaining high Support standards, and to providing an efficient and effective service.As an Engineer, you will have: Strong experience of working with Microsoft Active Directory and SCCM administration in an operational business environment. Strong experience of supporting Microsoft Windows Workstation Windows 7 in an operational business environment. Strong experience of troubleshooting software and hardware issues on Windows based desktops and laptops. Experience of Microsoft Office products including strong knowledge of Outlook configuration in an operational business environment. Knowledge of support centre call logging systems. Experience of installation, configuration and troubleshooting of laptops with a strong emphasis on remote access via broadband and wireless connections. Experience of training novice users in operating technical equipment and software applications. Knowledge of TCP/IP over Ethernet networks An understanding of the use of content management systems in large internet sites. Knowledge and understanding of security issues in a large corporate networked environment. Strong understanding of Intel based hardware.We would also like to hear about your: Experience of supporting Apple MAC OSX in a Networked environment. Audio/Video encoding & streaming knowledge. Experience using Cool Edit Pro / Adobe Audition. Knowledge of BBC MyConnect or Cisco VPN Services. Knowledge of BBC implementations of Jupiter / VCS Dira / Viz Rt / Weatherscape / Content Production System (CPS) systems.Extra InformationTo ensure that the provisions of the Health and Safety at Work Act, Working Time Directive and other workplace related legislation are observed. Responsible for ensuring that all work is carried out in accordance with a safe system of work and that the requirements of statutory and BBC safety regulations are fully met including adherence to the BBC Health and Safety Policy. View full job description
JobCentre Plus 1 year ago
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