Associate Infrastructure Engineer (EUC)

at  Welsh Assembly Government Communication Centre Home

ID 1787
The Welsh Government operates name-free recruitment. The recruiting panel will not see personal information such as a candidate’s name and address during the sifting process. This policy is in line with our commitment to end bias and promote equality and diversity.

BACKGROUND

The Welsh Government is the devolved government for Wales with an annual budget of around £15 billion. We are responsible for key aspects of public life in Wales including health, education, the economy, transport, agriculture, and the environment. Welsh Ministers are supported by a workforce of more than 5,000 people with offices in Wales, London and overseas.
Welsh Government priorities are outlined in Welsh Government Programme for government with an overall ambition to build a Wales which is a self-confident, prosperous, healthy nation and a society which is fair to all. The Welsh Government has set out clear priorities for Wales following the UK’s exit from the European Union.
We are looking for people who can provide excellent advice and support, can focus resources and have energy and expertise. The Well Being and Future Generations Act provides context for our work.
Digital transformation of public services is vital to delivering the services that the people of Wales expect and need. The Welsh Government currently delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online. The Chief Digital Officer provides a consultancy service of digital and data expertise to business areas across the Welsh Government.

TECHNICAL / OPERATIONAL DELIVERY RESPONSIBILITIES

• Coordinate the deployment and provisioning of end user devices, ensuring the delivery, configuration and installation of devices using Microsoft Autopilot and Intune as the delivery mechanisms.
• Maintain and provide 3rd line support to the Welsh Governments virtual desktop environments to include Citrix desktop as well as Microsoft 365 desktops.
• Maintain the lifecycle of end user devices, including monitoring device health, conducting regular maintenance, and performing hardware and software upgrades, through Intune configuration profiles and management.
• Application deployment to be utilised through SCCM and Microsoft Intune in collaboration with Welsh Government in house Application Support team.
• Implement and enforce security measures to protect end user devices from unauthorized access, data breaches, and malware threats.
• Stay up to date with industry best practices and regulatory requirements related to device security and compliance.
• Providing 3rd line support to the IT service team for both production and development areas, providing an escalation point for muti user technical issues.
• Create and maintain comprehensive documentation, including device configurations, troubleshooting guides, and user manuals.
• Design and implement standardized device configurations, taking into account hardware, software, and security requirements.
• Collaborate with cross-functional teams, including IT support, Cyber security, and infrastructure teams, to ensure seamless integration and alignment of end user devices with the overall IT ecosystem.
• Logging calls within the WG ITSM tool and manage assigned tickets to completion, following standard processes and procedures.
• Ensure tickets are correctly assigned if unable to resolve at Regional Services level.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Develop trends by monitoring and analysing incoming calls, issues, and support requests.
• Systematic error analysis and problem recovery
• Analysing historical data to identify and eliminate potential incidents before they occur.
• Identifying underlying causes of incidents and preventing recurrences
• Ensure the KEDB is populated accordingly.
• Developing workarounds or other solutions to incidents
• Actively update the Knowledge Database with relevant technical documentation
• Use the Knowledge Database as a part of Incident/Problem Management process.
• Always ensure full knowledge of the core WG ICT processes.
• Contract / Vendor Engagement Responsibilities Technical collaboration and engagement with 3rd parties as applicable
  Please note that the DDaT Capability framework mapped role title for the EO grade is: Associate Infrastructure engineer
  Working in a team of infrastructure specialists and engineers, an infrastructure engineer supports and maintains infrastructure solutions and services as directed and according to departmental policy.

At this role level, you will:

• ensure services are delivered and used as required
• work with and support third parties to provide infrastructure services

DDAT SKILLS REQUIRED FOR THIS ROLE.

• IT infrastructure. (Skill Level: awareness) You can support infrastructure solutions and services, and other computer, storage, networking, physical infrastructure, software, commercial-off-the-shelf software (COTS) and open source packages and solutions. You can support virtual and cloud computing, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS).
• Coding and scripting. (Skill level: awareness). You can show an awareness of the scripting tools and software that are available and currently in use, understand how the internet works (Skill level: awareness)
• Incident Management. (Skill Level: awareness) You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.
• Ownership and initiative. (Skill Level: awareness) You can show an awareness of problem resolution processes. You can pass problems on to your team.
• Problem management. (Level: awareness) You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.
• Service Focus. (Skill Level: Awareness). You can show an awareness of different products and services.
• Systems design. (Skill Level: awareness) You can assist as part of a team in the design of components of larger systems.
• Systems integration. (Level: awareness) You can talk about the process of integrating systems and the challenges of designing, building and testing interfaces between systems.
• Technical Specialism. (Skill Level: awareness) You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.
• Technical Understanding. (Skill Level: awareness). You can show an awareness of the relevant subject matter and a high-level understanding of what it involves.
• Testing. (Skill Level: awareness). You can correctly execute test scripts under supervision and understand the role of testing and how it works
  Troubleshooting and problem resolution. (Level: awareness) You can show an awareness of different technology capabilities. You can demonstrate basic troubleshooting capability.
  Development opportunities
  Your role will form part of Welsh Government’s Digital, Data and Technology profession. You will have the opportunity to work with multiple projects and programmes across all areas of Welsh Government, with staff at all levels including senior staff, Ministers, and our Digital Apprentice cohort. You will help build and improve links and collaboration within the cross-government Digital, Data and Technology community.

Other vacancy related information

• A reserve list may be held for this opportunity. Any candidate who is successful in being offered a reserve status, will remain on the reserve list for 12 months.
• Candidates who successfully demonstrate that they meet the minimum Experience Criteria will be invited to interview. Interviews will be scheduled for week commencing TBC. You will receive a technical scenario for you to prepare a response to ready for your interview. The technical scenario and instructions will be emailed to you 5 days before your interview.
• In the case of more than one candidate scoring the same, the panel has agreed the following criteria will determine merit order:
• Systems design – You can assist as part of a team in the design of windows Autopilot
• IT infrastructure - You can administer control systems such as Intune/SCCM.
• Experience - Provided Windows/Autopilot and Office365 support using to a wide range of users.

Vetting level
SC
Number of posts
3
Contact point for further information regarding the post
Rob Ward - ictservicecontrol@gov.wales 03000 253073