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.
Main duties of the job
- 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.
Further duties to follow under Detailed job description and main responsibilities.
About us
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
Job responsibilities
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.
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.
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:
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
Piles Meets all essential criteria and Meets some essential criteria will proceed to shortlisting.
Feedback will not be provided at this stage.
Shortlisting:
In the event of a large number of applications, we will conduct an initial sift on the lead criteria of:
- 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/knowledge in Microsoft operating systems and associated infrastructure.
- Evidence of excellent customer service skills and a commitment to improving services and performance for end users.
If you are successful at this stage, you will progress to interview.
Feedback will not be provided at this stage.
Stage 2: Interview
You will be invited to a single face to face interview at our Bristol hub, 2 Rivergate, Temple Quay, Bristol BS1 6EH.
In exceptional circumstances, we may be able to offer a remote interview.
Interviews dates to be confirmed.
The Behaviours and Experience being assessed during the interview will be as follows:
- Managing a Quality Service - Lead Behaviour
- Working Together
- Delivering at Pace
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Additional Information
Eligibility Criteria
Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).
Location
This role is being offered as office based at our Bristol hub supporting Cardiff, Totnes, Gloucester, Chilton and Porton.
Please note hybrid working is not available for this role.
Salary Information
Grade: Civil Service Higher Executive Officer (HEO)
HEO National: £33,422 - £40,731 Per annum, pro rata
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.
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 Security Clearance.
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 5 years as the role requires Security Check clearance. 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.
Person Specification
Application form and supporting statement
- Application form and supporting statement
Interview
- Managing a Quality Service
- Working Together
- Delivering at Pace
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
UK Health Security Agency
Address
Supporting Hub
Bristol
BS1 6EH
Employer's website
https://www.gov.uk/government/organisations/uk-health-security-agency