Video Conference Room Officer

Job Description

About this role

The role of the Video Conference Room Officer and Field Engineer sits within the End User Workplace team on the Devon & Cornwall and Dorset Police Managed ICT Contract.

As an IT Field Engineer, you will play a critical role in ensuring that police officers and staff can perform their duties without technical interruptions. By providing on-site support for IT equipment, peripherals, and system incidents, you directly contribute to the seamless operation of critical policing activities. Your work underpins the technology that powers essential services, ensuring operational effectiveness and public safety. In this dynamic and rewarding environment, your efforts will have a tangible impact on local communities and the forces’ ability to serve and protect.

To ensure that the Contract requirements for End User Workplace (Field) tower are met and all SLAs are met or exceeded delivering routine installation, change and support of the IT infrastructure. Interface directly with colleagues, customers and 3rd parties to implement changes of technical services in a 24x7x365 environment to deliver high-quality Field support and consultancy service.

Locations: Exeter or Dorset – You will be required to work onsite 5 days per week with travel to various sites.

For more information on BT Business then please visit the following link: UK & Global Business Broadband & Connectivity Solutions | BT Business

You'll have the following responsibilities

• Provide technical troubleshooting knowledge to resolve 3rd line incidents within SLAs
• Provide technical installation knowledge to complete HIMACs requests within SLA
• Completion of Configuration Item change forms and supply with SLA to Configuration Manager
• Provide technical support / knowledge transfer to colleagues when required
• Ensure technical solutions are supportable within contractual SLAs/KPIs and escalate service affecting issues to management in a timely fashion
• Any other duties required to meet the SLA/KPI and Business

You'll have the following technical skills and experience

• Proven experience in IT field engineering, desktop support, or a similar role.
• Strong knowledge of hardware troubleshooting for desktops, laptops, and peripherals.
• Familiarity with Windows operating systems, Microsoft Office, and basic networking concepts.
• Experience with mobile device management, imaging software, and IT asset tracking tools.
• Competent Windows Operating System skills
• Competent MS SCCM deployment skills
• Competent client application installation and troubleshooting skills
• Competent communication skills - interacting at various levels across the customer and the BT organisation
• Competent analytical and creative skills
• Competent organisational skills
• Competent skills in managing self
• 1 – 2 years’ experience in a technical support/operational role

Customer Service Skills

• Exceptional interpersonal and communication skills, with the ability to interact confidently with non-technical users.
• A customer-focused approach, ensuring end-users feel supported and informed.

Personal Attributes

• Highly self-motivated with excellent time management and organizational skills.
• A proactive problem-solver with a keen eye for detail.
• Comfortable working independently in a field-based role, often under time pressure.

Other Requirements

• Full, clean UK driving license and willingness to travel extensively across Devon, Cornwall, and Dorset.
• Eligibility for police vetting and an understanding of confidentiality requirements.

Benefits of Joining BT Include

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• Competitive salary
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 22 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop