ICT Engineer inDidcot inDidcot PUBLISHED MON 9 DEC 2024

We are looking for Second line ICT Engineer based at our Chilton site. The team is part of the wider End User Workspace, Hosting and Service Management team which itself is part of the Technology Group at the UKHSA.

The second line team at Chilton support colleagues both on-site and remotely. They look after a range of technologies from end user devices laptops and mobile phones - to supporting laboratory equipment and software.

• Assisting the Lead Engineer to provide a high quality of customer service and support to ensure that all colleagues are able to access ICT services as required, using properly configured and reliable devices.
• Ensuring that all colleagues receive a consistent level of support, working within agreed service levels as necessary, which minimizes time for identifying and fixing problems.
• Configuring and commissioning PC hardware and software as required. Supporting PC network hardware and software components as required, to maximize availability to users.
• Providing some administration and technical support for servers, having oversight of local backup procedures.
• Adhering to the Joiners/Movers/Leavers processes to ensure the right people have access to the right systems.
• Ensuring that all ICT equipment is managed according to the asset management processes and working with the equipment supply team to streamline and improve these processes.
• Working with a geographically dispersed team to ensure cover for absent colleagues and colleagues in other geographical areas.
• As required, participate in a rota with other engineers for out-of-hours emergency support provision.

About us

Communication and Key Working Relationships

Internal

• Other local engineers at all levels
• Colleagues in the Technology Directorate
• Customers within UKHSA at all levels
• Application managers and developers in other UKHSA directorates

External

• Relevant suppliers of hardware, software and services
• Maintenance organisations
• External customers as appropriate and as directed by line manager

Working as part of a wider team of geographically dispersed second line. This team support a wide user base both on-site and remotely across a variety of needs. You will be supporting the end user devices from asset tracking to hardware and software troubleshooting and connectivity issues. You will also support technology for the labs on site ensuring that ICT equipment is functioning and secure.

Due to the breadth of technical services required by UKHSA colleagues you may often 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 our responsibly. You will be involved in contributing to service improvements and updates.

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.

OtherThe 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.

Professional DevelopmentYou should pursue a programme of continuous professional development in accordance with any relevant professional registration or statutory requirements, while maintaining appropriate awareness of service provider requirements.

Essential criteria:

• Experience in a technical support role, supporting PC hardware, software and networks
• Experience of hardware configuration and LAN device connectivity
• Experience/knowledge Networking protocols, particularly TCP/IP
• Experience/knowledge Microsoft operating systems and M365 products
• Clear communicator with excellent writing and presentation skills
• Excellent customer service skills and a commitment to improving services and performance for end users.
• Skills for communication on complex matters and difficult situations
• Ability to analyse and interpret information, pre-empt and evaluate issues, and recommend and appropriate course of action to address the issues
• Problem solving skills and ability to respond to sudden unexpected demands
• Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support
• Ability to work on own initiative and organise own workload without supervision working to tight and often changing timescales

Selection Process:

Stage 1: Application & Sift

You will be required to complete an application form. You will be assessed on the 11 listed essential criteria, which have been selected from the job description, and this will be in the form of :

• Application form (Employer/ Activity history section on the application
• 1000 word Statement of Suitability.

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

The Application form and Statement of Suitability will be marked together.

In the event of a large number of applications we will shortlist on:

• Experience in a technical support role, supporting PC hardware and software and PC networks.
• Excellent customer service skills and a commitment to improving services and performance for end users.

Unfortunately, late applications will not be considered.

If you are successful at this stage, you will progress to interview & assessment.

Please do not exceed 1000 words. We will not consider any words over and above this number. Feedback will not be provided at this stage.

Stage 2: Interview- Success Profiles

You will be invited to a (single) face to face panel interview.

All applicants that progress to interview will be assessed on behaviours, experience, and technical ability through Success Profiles.

When assessing strengths, we want to find out whether you and the job role are a good fit. We will look at what you enjoy doing and what you do well and often. By ensuring that the role is the right fit for you, you are more likely to enjoy it and perform well.

There will be a Technical Test.

The Behaviours tested during the interview stage will be:

• Communicating and Influencing (lead behaviour)
• Working Together
• Changing and improving

Interview dates to be confirmed.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Location

This role is based at Chilton. Please note hybrid working is not available for this role.

Eligibility CriteriaExternal: Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).

Security Clearance Level Requirements

Successful candidates must pass a disclosure and barring security check.

If based at one of our scientific locations 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.