Associate IT Engineer

Assist the Lead Engineer in providing a high quality of customer service and support that will ensure that all UKHSA staff are able to access UKHSA IT services as required, using properly configured and reliable devices

Ensure that all UKHSA users receive a consistent level of support within agreed service levels across geographical locations and directorates

Provide technical support and troubleshooting including administration of user accounts, permissions, file shares, and support of Windows OS and MS communication and collaboration tools

Imaging end-user devices and ensuring that they are suitable and ready for issue to staff, including asset management and quality assurance checks are complete

Authenticating new and existing staff when they call in to receive their credentials, as well as providing technical support and troubleshooting assistance for new starters and existing staff when they receive their equipment

Follow a quality assurance process to ensure that returned equipment is undamaged and fit for purpose, sanitised, and all asset management systems are updated prior to device issue

Follow a defined Standard Operating Procedure to repair or retire all damaged equipment

Ensuring compliance with UKHSA IT Security Policies

Working with, and supporting, a geographically dispersed second-line team to ensure cover for absent colleagues and colleagues in other geographical areas

Conduct other work as directed by line management in accordance with departmental standards and policies

Please note this list is not exhaustive.

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

Please visit our careers site for more information https://gov.uk/ukhsa/careers

Working as part of a wider team of geographically dispersed second-line engineers you will provide both technical and non-technical expertise in the development and operation of IT support to end users within the UKHSA systems environment.

The role holder will be part of the IT Equipment Supply team within the End User Devices team and will be a key contact for new starter specific incidents and requests. They will set up equipment for delivery to staff, ensure compliance with asset management and quality assurance systems, ensure equipment that is returned is fit for purpose before returning to stock, and provide UKHSA staff with the support, guidance, and advice to allow them to work on the UKHSA network without disruption. They will also support the Lead Engineer in any system implementations or incidents as directed.

Due to the breadth of technical services required by UKHSA colleagues you may be asked to assist the wider Technology team with projects, new services and major incidents and you will also need to work with your team to ensure that ITSM functions are carried out responsibly. You will be involved in contributing to service improvements and updates.

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by the directorate.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation., You will be required to complete an application form. You will be assessed on the listed 6 essential criteria, and this will be in the form of a:

• Application form (‘Employer/ Activity history’ section on the application)
• 750 word supporting statement

This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the essential criteria.

You will receive a joint score for your application form and statement. (Please note you will not be able to upload your CV. You must complete the application form in as much detail as possible. Please do not email us your CV).

Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 750 words. Please do not exceed 750 words.

Longlisting: In the event of a large number of applications we will longlist into 3 piles of:

Meets all essential criteria

Meets some essential criteria

Meets no essential criteria

If used, the pile ‘Meets all essential criteria’ will proceed to shortlisting.

Shortlisting: In the event of a large number of applications we will conduct an initial sift, on the lead criteria of:

Clear communicator, able to use a range of methods, whilst ensuring communication has a clear purpose taking into accounts peoples individual need

Our ideal candidate thrives in a challenging environment, is motivated by delivering results, and is comfortable with working under pressure. The role requires a team player who has the motivation to maintain a solid service whilst constantly striving to improve both the technical and non-technical aspects of delivery., Clear communicator, able to use a range of methods, whilst ensuring communication has a clear purpose taking into accounts peoples individual needs

Evidence of excellent customer service skills and a commitment to improving services and performance for end users

Skills for nurturing key relationships and maintaining personal networks

Ability to analyse and interpret information, remain alert to emerging issues, and recommend appropriate course of action

Problem solving skills and ability to respond to sudden unexpected demands

Ability to work on own initiative and organise own workload without supervision working to tight and often changing timescales

Desirable role criteria: Experience in a first- or second-line technical support role, supporting end user device hardware and software both face to face and remotely

Experience/knowledge Microsoft operating systems and associated infrastructure

Experience/knowledge Microsoft application software, including Office 365

Experience in troubleshooting and supporting systems

Experience of Asset and Configuration Management

Previous experience within an ITIL environment and using ITIL tools, such as Service Now

Selection Process Details

This vacancy is using Success Profiles and will assess your Experience, Behaviours, and Technical skills, Seeing the Big Picture Delivering at Pace Making Effective Decisions Communicating and influencing (lead behaviour)

Technical skills will be assessed by Technical based questions., This role is being offered as office based at our Scientific Campus in Porton. Based at our scientific campus, you will be required to have a Counter Terrorism Check security vetting check as a minimum. For meaningful National Security Vetting checks to be carried out individuals need to have lived in the UK for a sufficient period of time. You should normally have been resident in the United Kingdom for the last 3 years as the role requires Counter Terrorism Check (CTC) clearance. In exceptional circumstances UK residency less than the outlined periods may not necessarily bar you from gaining national security vetting and applicants should contact the Vacancy Holder/Recruiting Manager listed in the advert for further advice.

Please note hybrid working is not available for this role.

Security Clearance Level Requirement

Successful candidates must pass a basic disclosure and barring security check before they can be appointed.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Counter-Terrorist Check.

If you are successful at interview and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.