Campus Support Engineer

Our client is seeking an experienced IT engineer. Primarily based in Basingstoke but with occasional travel to Bristol and central London locations. The successful applicant must be flexible and adaptable. Please send your CV's and cover letters to (see below)

Purpose:

Provide IT desktop and hardware support for end user staff and the IT infrastructure environment.

The priority for this role is to efficiently manage the provisioning of IT desktop hardware, software and tooling back to the end user and business functions. Additionally, the purpose will always be to ensure that IT services provided to the business are well communicated, transparent and suitable for their needs, whilst maintaining to secure and stable environment across the UK metiers.

Scope:

The role will require close liaison with both local and global teams to ensure an effective service is provided back to the users, continuously maintaining a high level of service throughout the process.

There are 4 Zones located across the UK; all of which have a core Hub identified to centralise the support and apply support flexibility to the other UK Zones.

Objective:

• Serve as the primary point of contact for all desktop support issues, responding promptly to technical queries and requests
• Provide hands-on support to resolve hardware and software issues, ensuring minimal disruption to daily operations
• Address issues with applications, network connectivity, peripheral equipment, and desktop systems, either remotely or on-site as needed
• Track and document all support interactions in the ticketing system, escalating issues to higher tiers when required

Core accountabilities of role

Main operational responsibilities:

Front & Back Office Support :

• Support of current and metier specific Legacy hardware/software environments/bespoke support tasks and resolutions.
• Maintaining an excellent incident and request service resolution for all supported metiers in scope.
• Provide hardware device deployment & support for desktops, laptops, Thin Client, tablets, telecoms and mobile devices.
• Able to apply a corporate O/S to all supported devices, fully understand the technology and infrastructure - Windows & IOS platforms.
• Support core build software for life cycle of current/bespoke/new introductory apps. Perform application troubleshooting, installation & reinstallation.
• Use ITSM Service Now tooling for all Incidents, User requests and Changes, ensuring SLAs are not breached and all administration tasks are within the accepted service guidelines.
• Moves - surveys, ad-hoc moves, post moves support and project related moves, required as on demand.
• MFD support - On Call or other printing methodology.
• Corporate Networking & WiFi - Patching, troubleshooting and root cause analysis.
• Understanding and familiarisation of the different BCM related support requirements for all UK metiers.
• Provide support for mobility services, and act as an effective and helpful point of escalation.
• Awareness of OH & H&S user needs - support, help, advice and implementation.
• Invoke escalation processes where needed for effective incident management across UK multi metier locations.

Data, Hardware Controls & Inventory:

• Perform reporting/ad hoc tasks and be able to provide effective analysis and summaries of data.
• Working closely with IT Desktop Controls to provide stock inventory reports and inventory management.
• Maintain accurate records of the ITSM asset inventory and life cycle - including device deployments, user assignments, and hardware information
• Engaging and working on projects and requirements from transition/alignment/transformation across multi metiers. Additionally, project work within UK Le Comptoir Campus scope.
• Accountability and responsibility for the creation and upkeep of knowledge bases and key technical documentation.

Team Support & Coordination:

• Adhere to the H&S guidelines, promote and action in accordance with metier and local policies.
• Promote and work within the CIB/Group BNPP IT Security guidelines.
• Liaise with representatives and peers, to ensure the best level of support is provided to the Business.
• Working a shift rotation based on the location and support needs of the zone. Flexibility to work within other UK zone locations, as and when required.

Knowledge, Skill and Experience

Essential

• Desktop support competencies - Software & Hardware Level 1 & 2.
• Strong customer services competencies.
• Effective communication skills - written & verbal.
• Independently driven as well as a team member.
• Strong experienced Windows/MS Office and Messaging products.
• Experienced within the Banking or Financial Sector.
• Mobile device platform support.
• Experience of request or incident toolsets.
• Awareness of Microsoft OS build methodologies and toolsets.
• Good negotiation skills
• Ability to manage client base staff with differing character traits
• Reporting and minute writing to a high standard
• Able to balance a high tempo Production environment whilst also delivering elements of project work
• Plan and direct own activities with minimal management supervision.
• Expected to have prior experience of troubleshooting issues for a variety of applications, both written in-house and from external vendors.
• Possess experience of support for mobile devices iPhones/laptops/tablets.
• Display flexibility, adaptability and open-mindedness in response to frequent and/or significant changes to support needs, working closely with the rest of the UK and Global support teams, and assisting other regions as needs require.

Preferred

• Banking & financial software.
• ITIL Foundation or other.
• Prince 2 Foundation or other.
• Microsoft Qualifications.
• Hardware accreditation