ICT Engineer (North)

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.

Please note, the successful candidates will be based at our supporting hub in Leeds however, due to the nature of the role, travel to other UKHSA sites will be required including Newcastle, Manchester, and Liverpool.

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

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.

Based at Leeds, with frequent travel to other UKHSA sites due to the role.

Main Duties

• 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
• An understanding of, and commitment to equality of opportunity and good working relationships as well as promoting diversity in the workplace

Please note this list is not exhaustive.

Person specification

Essential role criteria:

• Educated to degree level in computer/science subject or equivalent level of experience of working at a similar level in specialist area
• Experience 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 of Asset and Configuration Management
• Previous experience within an ITIL environment and using ITIL tools, such as Service Now

Desirable role criteria:

• Formal IT knowledge and skills in both technical and non-technical discipline

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%

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, Behaviours, and Technical skills.

Stage 1: Application & Sift

Success Profiles - GOV.UK

You will be required to complete an application form. You will be assessed on the listed 7 essential criteria, and this will be in the form of a:

• Application form (‘Employer/ Activity history’ section on the application)
• 1000 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).

Health jobs UK has a word limit of 1500, but your supporting statement must be no more than 1000 words. Please do not exceed 1000 words.

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

1. Meets all essential criteria
2. Meets some essential criteria
3. 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:

• 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

Desirable criteria may be used in the event of a large number of applications/large amount of successful candidates.

If you're successful at this stage, you will progress to interview. Feedback will not be provided at this stage.

Stage 2: