IT Support Engineer, 2nd Line - London, United Kingdom - Omni RMS

Omni RMS

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Ofcom is the regulator for the communications services that we use and rely on each day.

We make sure people get the best from their broadband, home phone and mobile services, as well as keeping an eye on TV and radio.

We also oversee the universal postal service, look after the airwaves used by wireless devices, and also help to make sure people don't get scammed and are protected from bad practices.

We have recently taken on the regulation of video-sharing platforms, and we are preparing for a role in protecting people from online harms.

Protecting consumers is at the heart of what we do.

Our culture is clear - we live by our values: Empowerment; Excellence; Collaboration; Agility and Respect. These define how we work to deliver our purpose, now and in the future. The behaviours which support these values set the path for a fully inclusiveand innovative culture at Ofcom.

We focus not only on what we do, but how we do it. We pride ourselves on being an organisation of people who genuinely care about helping others.

Team Overview

To work within the Local TechHub Support Team responsible for providing first class desktop, audio visual and telephony support services, in conjunction with our outsourcing partner, to over 1000 colleagues across Ofcom's main London office and seven regionaloffices.

Purpose of the Role

As the "face of Ofcom ICT" and to support our focus on service, the TSE is colleague focused in all interactions and puts the colleague first when resolving incidents and fulfilling requests.

The TSE is pro-active in the pursuit of problem diagnosis and resolution, educates and trains colleagues where necessary, promoting ICT solutions and ensures colleague feedback is captured and communicated within ICT for consideration.

To 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.

The TSE also participate as a technical resourcein project delivery.

Skills, Knowledge and experience

Planning, Project & Programme Management

Takes ownership of incidents, requests and project activities allocated to them
Manages project tasks and updates progress in a timely manner
Applies ITIL and project management governance processes
Identifies constraints or risks to the day to day running of ICT Service delivery and escalates in a timely manner.
Coordinates effectively, maximising use of all available resources
Ability to manage own workload and meet strict deadlines, as well delivering in a team.

Knowledge & Expertise

Works on medium to complex Incidents, requests and project activities
Experience of ServiceNow or similar service management/CRM systems
Demonstrates understanding of Service Management and Project Management frameworks
Understands when and where to find technical guides and advice to support stakeholders and to resolve technical issues
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, practical knowledge of Networking concepts LAN/WAN and Cisco
A basic to intermediate knowledge of Audio-Visual systems, including PA systems, interactive screens, audio mixers, vision mixers and ability to assist in the setting up, operating, editing and processing of meetings and events using Microsoft Teams in conjunctionwith a range of AV hardware.

Qualifications

Qualifications such as Microsoft
MCDST, MCSE, MCSA, MCP or Cisco
CCNA, CCNP, CCA CompTIA A+ are desirable
Cyber Security qualifications such as CompTIA Security+, SANS GSEC and CASP+ are desirable
An IT related degree or equivalent experience