UK Health Security Agency
ICT Engineer
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Office based at our Bristol hub supporting Cardiff, Totnes, Gloucester, Chilton and Porton.
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.
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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.
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.
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.
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Security Clearance Level Requirement
Successful candidates must pass a basic disclosure and barring security check before they can be appointed.
Nationality requirements
This Job Is Broadly Open To The Following Groups
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
Contact point for applicants
Job Contact
- Name: Sarah Handy
- Email: Sarah.Handy@ukhsa.gov.uk
Recruitment team
- Email: recruitment@ukhsa.gov.uk
Further information
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact UKHSA Public Accountability Unit via email: Complaints@ukhsa.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website: https://civilservicecommission.independent.gov.uk
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