Associate IT Engineer

Job summary

We are looking for an Associate IT Engineer to join our team of engineers based at our Porton site with travel required to other UKHSA sites across the country. 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 team at Porton support colleagues both on-site and remotely, using after a range of technologies from end user devices – laptops and mobile phones - to InTune and Azure.

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.

Working for your organisation

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

Job description

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.

Main Duties

• Assist the Lead Engineer in delivering high-quality IT support and customer service, ensuring UKHSA staff can access IT services through reliable, correctly configured devices

• Provide consistent support to users across all locations and directorates within agreed service levels

• Deliver technical support and troubleshooting, including:
  • User account administration
  • Permissions management
  • File share support
  • Windows operating systems
  • Microsoft communication and collaboration tool

• Image, configure, and prepare end-user devices for deployment, ensuring:
  • • Asset records are updated
    • Quality assurance checks are completed
• Authenticate new and existing staff and issue credentials as required.
• Provide technical support and troubleshooting for new starters and existing staff during equipment setup and use.
• Perform quality assurance checks on returned equipment to ensure devices are:
  • Undamaged
  • Sanitised
  • Fit for purpose
  • Accurately recorded in asset management systems
• Follow established procedures to repair or retire faulty or damaged equipment.
• Ensure compliance with UKHSA IT security policies and standards.
• Work collaboratively with a geographically dispersed second-line support team to provide service continuity and cover for colleagues across locations
• Undertake additional duties as directed by line management in line with departmental policies and standards

Please note this list is not exhaustive.

Person specification

Essential role criteria:

• 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

Benefits

Alongside your salary of £28,547, UK Health Security Agency contributes £8,270 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles and will assess your Experience, Behavio