UK Health Security Agency
Associate IT Engineer
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Idmiston, South West England, SP4 0JG
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 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
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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
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%
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
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Required
You will be required to complete an application form. You will be assessed on the listed 6 essential criteria, and this will be in the form of a:
- Application form (‘Employer/ Activity history’ section on the application)
- 750 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).
Healthjobs UK has a word limit of 1500, but your supporting statement must be no more than 750 words. Please do not exceed 750 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
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:
- Evidence of excellent customer service skills and a commitment to improving services and performance for end users
Desirable criteria may be used in the event of a large number of applications/large amount of successful candidates
If you are successful at this stage, you will progress to interview.
Feedback will not be provided at this stage.
Stage 2: Interview
Success Profiles - GOV.UK
Skills
You will be invited to a single on-site interview at our site in Porton. Behaviours and Technical skills will be tested at interview. The Behaviours tested during the interview stage will be:
- Seeing the Big Picture
- Delivering at Pace
- Making Effective Decisions
- Communicating and influencing (lead behaviour)
Technical skills will be assessed by Technical based questions.
Interviews 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.
Additional Information
Location
This role is being offered as office based at our Scientific Campus in Porton. Based at our scientific campus, 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.
Please note hybrid working is not available for this role.
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 Counter-Terrorist Check.
Eligibility Criteria
Open to all external applicants (anyone) from outside the Civil Service (including internal applicants).
Salary Information
If you are successful at interview and are moving from another government department, NHS, or Local Authority, the relevant
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