IT & AV Support Engineer

Work Location: Witney

Who We Are
Every day, millions of Christians risk their lives to follow Jesus. In more than 70 countries, Open Doors supports
them by supplying Bibles, providing emergency relief and helping persecuted believers stand strong for the long-
term. In the UK and Ireland, Open Doors helps the church to pray, give and speak out for those who share our
faith but not our freedom.

Background
The IT & AV Support Engineer will be working in the Digital Business Centre team who are responsible for IT
support, security and infrastructure. We have over 90 staff we support at our Witney office and while working
remotely, as well as 40 staff across the UK who work for Open Doors International, our parent body.

You will also be providing AV support across the organisation to the Content, Events and Facilities teams. In the
Witney office we have most rooms now setup for hybrid work meetings over teams with remote workers joining
office meetings. We have an interactive space in our Witney office where we host weekly devotions with worship
music.

The Content team produce audio and videos to support our fundraising and advocacy work and require audio and
video production support. The Events team run webinars, onsite and offsite meetings and conferences/festivals
and will require AV support at times.

Job Summary
The job has two areas of responsibility: IT Support Engineer and AV Support Engineer.

The IT Support Engineer role will work with another IT Support Engineer and IT Infrastructure and Support
Manager to provide timely and effective IT service to both existing and new Open Doors staff both in person and
remotely. The role will provide first and second line support as well as contributing to overall service operations
in terms of Incident, Problem and Change (ITIL) process.

The AV Support Engineer role will be responsible for the good working order and training around AV used in the
Witney office. Working with the IT Infrastructure and Support Manager on maintaining and improving the
equipment. Also providing audio and video support to several teams in the wider organisation.

About the Team
To fulfil the key responsibilities associated with this job, this role will sit as a key role within the IT team in the
Supporter Engagement directorate reporting directly to the IT Infrastructure and Support Manager and will have
key relationships with:

• IT Support Engineer

• Content team – video production

• Events team

• Facilities team

• Dream team

Hours
5 days / 37.5 hours per week. Usually between 8.00am to 5.00pm Monday to Friday, with a minimum of 2 days
per week based in the Open Doors office in Witney or as the job requires. This position involves some evening and
weekends at conferences and events or for emergency callouts for which TOIL (time off in lieu) may be claimed.

Responsibilities and Requirements
The expected overall split is 60/40 between IT support and AV support, but this may vary on a weekly basis

depending on workloads and activities. As this is a new role, this split will require review based on the emerging

patterns.

A) AV Support
The AV support component of this role will be responsible for:

• AV production including setup, delivery and support for events, webinars and recordings; including

at times in collaboration with external service providers and within the objectives of the Content or
Events teams

• Management of the AV equipment used by staff both in the office and on-location

• Guide and develop the AV strategy for Open Doors in conjunction with the IT infrastructure and

Support Manager.

• Regular AV Support for key virtual meetings including (but not exclusively) weekly all-staff meetings,

webinars, PA systems, AV equipment in all locations. This includes ‘doing sound’ for in-house
meetings.

• Produce a Terms of Reference for AV at OD UK&I with proposal for future integration, structure and

responsibilities

• In conjunction with the Dream Team (who help run presentations and co-ordination of team

meetings), do a full review of responsibility overlap between AV and Dream Team objectives for on-
site meetings including revisit staff team rota purpose

• Create a culture of AV excellence and knowledge

• Related budget management
  

B) Ticketing and Service Management
Working with the IT Support Engineer, for any tickets allocated to you:

• Ensure all incidents reported are logged, distributed and followed up on within agreed response

times

• Ensure that all parties are consistently updated with regard to current activity and status of

tickets/tasks/projects

• Ensure effective technical on-boarding of new staff and volunteers including hardware, user

accounts, software and operating systems

• Ensure effective off-boarding of staff and volunteers that leave Open Doors UK&I.

• Daily monitoring of staff issues responding and following up on these issues within agreed

timescales.

• Able to work on-call / out-of-hours for major incidents (with time in lieu)

• Escalate issues to 2nd line IT Support when required.

• Liaise with our external 3rd line support team for more complicated issues
  

C) IT Operations
Working with the rest of the IT team you will help with these areas:

• Management of operational responsibilities such as tape backup.

• Being available to support onsite maintenance where required

• Undertake operational IT processes including daily checks, processes and procedures per an agreed

checklist / schedule and SLA

• Maintain a high-quality level of business data through regular clean-up tasks

• Maintain assets and configuration database and comply with change procedures

• Maintain client desktop and laptop updates

• Computer account administration through Active Directory / O365 for password resets and user

setups. Exchange Administrative Centre for e-mail accounts

• Maintain documentation for regular tasks to a high quality
  

IT & AV Support Engineer

D) Ad Hoc / Project Support
Working with the rest of the IT team you will help with these areas:

• Provide support in IT moves and changes for desk moves, remote working and equipment

deployment

• Linking in with the Facilities Manager to ensure new staff setups are completed including imaging

new computers and any bespoke software setup

• Assist with administration and support for the CRM system including user setup

E) End User Training and Support

Working with the rest of the IT team you will help with these areas:

• Disseminate good IT security practice and alert IT management of possible security breaches

• Provide user coaching, guidance and day-to-day support for computer and technology use

• Updating staff awareness of upcoming IT upgrades

• Training of staff where a knowledge gap is identified through issues raised

• Induction of new staff to PC / Network / Print / CRM navigation and usage within ODUK&I
  

The above job description is a guide to the work the job holder may be required to undertake but does not form
part of the contract of employment and may change from time to time to reflect changing circumstances.

Applying Your Christian Faith to This Role
There will be many ways you will be able to apply your Christian faith and the outworking of your faith to the
context of Open Doors. The list below gives some of the expectations of this role but is not exhaustive or intended
to limit you:

• attending and contributing to daily devotions (this can be for the whole team or just smaller

departmental groups)

• participating in retreats, days of prayer and fasting, etc

• committing to private prayer for the work associated with this role, for the volunteers, and closest

colleagues

• working in such a way to reflect biblical principles of leadership and service

• applying biblical principles of godly stewardship to operational responsibilities

• being open and obedient to God’s voice and direction in relation to any strategic matter and to

always seek His will above all else

• responding to the prompting of the Holy Spirit in making decisions or communications.

Because of the essential Christian context in which the role will be performed, the role is subject to an occupational
requirement under the Equality Act that the post-holder be a practising Christian. Each working day will involve
collective prayer and worship, together with shared reflections on the work of Jesus Christ. All members of staff
at Open Doors are expected to actively participate in this shared time and members of staff take it in turns to lead
the act of collective worship.

Limits of Authority
To operate within the ethos and aims of Open Doors, adhering to budget parameters and the Open Doors’
confidentiality agreement.

IT & AV Support Engineer

Key Attributes
The following represent key attributes we are looking for in the successful candidate:

Competency

• educated to GCSE or equivalent

• computer management with knowledge and experience of Windows clients and Windows Server

management. Desirable experience in IT Administrative tools (e.g., Azure and O365 management) and
Apple Macs.

• experience of audio / visual production in a commercial or church environment

• ability to work effectively under pressure, managing workload to meet time deadlines and produce work

of a consistently high standard

• self-disciplined and able to work on own initiative, to prioritise effectively, and to meet deadlines

• strong interpersonal skills and ability to work with and serve a wide cross section of people

• good standard of written and verbal communication skills

• high level of accuracy and attention to detail especially in relation to data input
  

Character

• active practising Christian with the ability to lead devotions as part of the staff rota

• able to work under pressure

• responsible and mature outlook

• high standard of personal hygiene; clean, tidy and professional appearance

• ability to work effectively as a team member
  

Calling

• committed Christian who is completely in sympathy with the calling and mission of Open Doors
  

Culture

• chemistry with Open Doors staff

• commitment to Open Doors’ Core Values.
  

Enhanced disclosure information may be requested from the DBS in the event of a successful application.

IT & AV Support Engineer

Our Statement of Faith

Open Doors is an evangelical Christian ministry

Our Trinitarian faith is enshrined and expressed in the historic creeds of the church:

We believe in God the Father Almighty, maker of heaven and earth;
and in Jesus Christ His only Son, our Lord,

who was conceived by the Holy Spirit;
born of the Virgin Mary;

suffered under Pontius Pilate;
was crucified, died and was buried.

He descended into hell,
the third day He rose again from the dead;

He ascended into heaven, and sits at the right hand of God the Father Almighty,
from where He will come to judge the living and the dead.

We believe in the Holy Spirit;

the holy Christian Church;

the communion of saints;
the forgiveness of sins;

the resurrection of the body;

and the life everlasting.

IT & AV Support Engineer