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.
They 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 site specific 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.
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
Other
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.
Professional development
You should pursue a programme of continuous professional development in accordance with any relevant professional registration or statutory requirements, while maintaining appropriate awareness of service provider requirements.
About us
Job title Area Team Engineer
Profession- Engineer
Directorate Technology
Full Time equivalent - 37.5 hours
No of Roles 1
Contract Type Permanent
Location Birmingham
Working Pattern Full Time / Part Time / Flexible Working / Hybrid Working / Job share
Grade & Salary Grade HEO. National - £30,473 - £37,215
New entrants to the Civil Service are expected to start on the minimum of the pay band. The internal roles rules apply to existing Civil Servants, i.e. level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive 10% increase. Either case is determined by whichever is the highest. This role is to be appointed under Civil Service Terms & Conditions.
Full details on the T&Cs are found https://www.ukhsa.reed.com/.
Closing Date 30/04/2024. 23:55pm. Unfortunately, late applications will not be considered
Interview Date W/C 13/05/2024 Please note, these dates are subject to change.
Job description
Job responsibilities
Skills & experience
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 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
Other
Desirable criteria:
Formal technical and non-technical IT qualification
Previous experience in similar role in public sector
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.
Compliance
DBS -
People working with government systems must complete Basic Personnel Security Standard (BPSS) checks which includes a disclosure and barring security check. Successful candidates must meet the security requirements before they can be appointed.
The level of security needed for this role is BPSS however there may be a requirement for this role to be SC cleared and you should familiarise yourself with the criteria of security clearance.
This role is Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants. Appointments to roles within UKHSA will be made in accordance with the Civil Service nationality rules. These can be found at https://www.gov.uk/government/publications/nationality-rules
This job is broadly open to the following groups:
UK nationals
Nationals of Commonwealth countries who have the right to work in the UK
Nationals of the Republic of Ireland
Nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
Relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
Relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
Certain family members of the relevant EU, EEA, Swiss or Turkish nationals
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.
Application Process
This vacancy is using Success Profiles, and will assess your Behaviours, Experience. .
Stage 1: Application & Sift
As part of the application process, you will be asked to provide a Statement of Suitability in no more than 750 words providing examples of how you meet the essential criteria. It should also detail what you and your experience can bring to the role.
This part of the selection process should outline how you consider your skills, experience and achievements, and provide evidence of your suitability for the role, with particular reference to the essential criteria outlined.
You will also be asked to provide information within the Employer/ Activity history section of the application form. This is equivalent to the information you would provide on a CV, setting out your career history. This will be used in sifting process and will be scored If you are successful at this stage, you will progress to interview
Stage 2: Panel Interview
All applicants that progress to interview will be assessed on behaviours / experience through Success Profiles.
The interview will be conducted remotely over teams
The Behaviours tested during the interview stage will be:
Delivering at Pace
Making Effective Decisions
Managing a Quality Service
Benefits
Benefits
Civil Service Pension Contribution of 27%
Learning and development tailored to your role An environment with flexible working options
A culture encouraging inclusion and diversity
Range of health and wellbeing support
Any move to UKHSA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare.
Reserve List:
Candidates who pass the interview criteria but are not offered a post will be kept on a reserve list for 12 months and may be contacted if similar roles become available. If you are interviewed for the post and do not meet the required threshold for the specified grade, your application may be assessed against a similar, lower grade role and you may be offered the post should one be available.
Job description
Job responsibilities
Skills & experience
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 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
Other
Desirable criteria:
Formal technical and non-technical IT qualification
Previous experience in similar role in public sector
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.
Compliance
DBS -
People working with government systems must complete Basic Personnel Security Standard (BPSS) checks which includes a disclosure and barring security check. Successful candidates must meet the security requirements before they can be appointed.
The level of security needed for this role is BPSS however there may be a requirement for this role to be SC cleared and you should familiarise yourself with the criteria of security clearance.
This role is Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants. Appointments to roles within UKHSA will be made in accordance with the Civil Service nationality rules. These can be found at https://www.gov.uk/government/publications/nationality-rules
This job is broadly open to the following groups:
UK nationals
Nationals of Commonwealth countries who have the right to work in the UK
Nationals of the Republic of Ireland
Nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
Relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
Relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
Certain family members of the relevant EU, EEA, Swiss or Turkish nationals
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.
Application Process
This vacancy is using Success Profiles, and will assess your Behaviours, Experience. .
Stage 1: Application & Sift
As part of the application process, you will be asked to provide a Statement of Suitability in no more than 750 words providing examples of how you meet the essential criteria. It should also detail what you and your experience can bring to the role.
This part of the selection process should outline how you consider your skills, experience and achievements, and provide evidence of your suitability for the role, with particular reference to the essential criteria outlined.
You will also be asked to provide information within the Employer/ Activity history section of the application form. This is equivalent to the information you would provide on a CV, setting out your career history. This will be used in sifting process and will be scored If you are successful at this stage, you will progress to interview
Stage 2: Panel Interview
All applicants that progress to interview will be assessed on behaviours / experience through Success Profiles.
The interview will be conducted remotely over teams
The Behaviours tested during the interview stage will be:
Delivering at Pace
Making Effective Decisions
Managing a Quality Service
Benefits
Benefits
Civil Service Pension Contribution of 27%
Learning and development tailored to your role An environment with flexible working options
A culture encouraging inclusion and diversity
Range of health and wellbeing support
Any move to UKHSA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare.
Reserve List:
Candidates who pass the interview criteria but are not offered a post will be kept on a reserve list for 12 months and may be contacted if similar roles become available. If you are interviewed for the post and do not meet the required threshold for the specified grade, your application may be assessed against a similar, lower grade role and you may be offered the post should one be available.
Person Specification
Experience
Essential
- Essential 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 of infrastructure support such as network or server managemen
- 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
- Desirable criteria:
- Formal technical and non-technical IT qualification
- Previous experience in similar role in public sector
Person Specification
Experience
Essential
- Essential 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 of infrastructure support such as network or server managemen
- 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
- Desirable criteria:
- Formal technical and non-technical IT qualification
- Previous experience in similar role in public sector
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.
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 (Opens in a new tab).
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 (Opens in a new tab).
Additional information
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 (Opens in a new tab).
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 (Opens in a new tab).
