ICT Engineer

Job summary

The IT Service management team provides business-critical support for systems and services, to UKHSA business users at all locations at which UKHSA staff work.

ICT Engineers will provide both technical and non-technical expertise in the development and operation of ICT support to end users within the UKHSA systems environment. The role holder will be part of a national 2nd Line Support team and will be a key contact for incidents and requests. They will 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 and Senior Engineers in any system implementations or incidents as directed.

Please note, the successful candidates will be based at our supporting hub in Bristol however, due to the nature of the role, travel to other UKHSA sites will be required including Cardiff, Totnes, Gloucester, Chilton and Porton.

Job description

• Assist the Senior Engineers in providing a high quality of customer service and support that will ensure that all UKHSA staff are able to access UKHSA ICT 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.
• Provide technical support and troubleshooting assistance for software installation, licensing, backup, and assurance.
• Work closely with teams across ICT to reduce manual intervention for repetitive tasks and to ensure that processes are both clear and adopted.
• Working with ITIL processes including Request, Incident, Change, and Problem Management.
• Ensuring compliance with UKHSA ICT Security Policies.
• Conduct other work as directed by line management in accordance with departmental standards and policies.
• At times will work with colleagues in a remote product or virtual teams on specific areas to support the business need.

Communication & Key Working Relationships

Internal

• Other local engineers at all levels
• Colleagues in the ICT Department
• Customers within UKHSA at all levels

External

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

The above is only an outline of the tasks, responsibilities and outcomes required of these roles.

You will carry out any other duties as may reasonably be required. The job descriptions and person specifications may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

Person specification

Essential Criteria

• Educated to degree level in computer science, a relevant IT apprenticeship or equivalent level of experience of working in a first- or second-line technical support role, supporting end user device hardware and software both face to face and remotely.
• Experience of infrastructure support such as network or server management.
• Experience/knowledge Microsoft operating systems and associated infrastructure.
• Experience/knowledge Microsoft application software, including Office 365.
• Experience in troubleshooting and supporting specialist systems.
• Experience of Asset and Configuration Management.
• Previous experience within an ITIL environment and using ITIL tools, such as Service Now.
• 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.

Benefits

Alongside your salary of £33,422, UK Health Security Agency contributes £9,682 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%

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.

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 Behaviours and Experience.

Success Profiles - GOV.UK

Stage 1: Application & Sift

You will be required to complete an application form. You will be assessed on the listed 13 essential criteria and this will be in the form of a:

• Application form (‘Employer/ Activity history’ section on the application)
• 1500 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. The application form is the kind of information you would put into your CV – please note you will not be able to upload your CV. Please 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 so your supporting statement can be no more than 1500 words.

Longlisting: