ICT Engineers will have a specific geographical base with travel to other sites as required. They will provide both technical and non-technical expertise in the development and operation of technical 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.
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 technical 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, Azure services and support of Windows OS and Microsoft communication and collaboration tools.
Provide technical support and troubleshooting including setting up and assisting with network connectivity both in and outside labs.
Provide technical support and troubleshooting assistance for software installation, licensing, backup, and assurance.
Work closely with teams across technology 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 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.
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
With the main duties, the post holder will also be developing working relationships and communicate regularly with a wide range of individuals, clinical and non-clinical, internal and external to UKHSA. This will include.
Internal
Other local engineers at all levels
Colleagues in Chief Data Officer Group
Customers within UKHSA at all levels
Provide technical support and troubleshooting including setting up and assisting with network connectivity both in and outside labs.
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 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.
Selection Process Details
This vacancy is using Success Profiles and will assess your Behaviours, Experience and Technical skills
Essential criteria
You will be assessed on the below 8 essential criteria, which have been selected from the Job Description Document.
Experience in first-line or second-line technical support, both face-to-face and remote.
Experience in 2nd line infrastructure support (network/server management).
Knowledge of Microsoft operating systems and associated infrastructure.
Knowledge of Microsoft application software, including Office 365.
Experience in troubleshooting and supporting specialist systems.
Experience in Asset and Configuration Management.
Previous experience in an ITIL environment and using ITIL tools (e.g., ServiceNow).
Clear communication skills, excellent customer service, relationship-building, problem-solving, and the ability to work independently and as part of a team under tight deadlines, including during public health emergencies.
Stage 1: Application & Sift
Success profiles
You will be required to complete an application form. You will be assessed on the listed 8 essential criteria, and this will be in the form of a:
Application form ( ‘ Employer/ Activity history’ section on the application)
750-word Statement of Suitability.
This should outline how your skills, experience, and knowledge , provide evidence of your suitability for the role, with reference to the essential criteria. The Application form and Statement of Suitability will be marked together
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
Please note Pile 1 & 2 will be carried though to Shortlisting
Shortlisting : In the event of a large number of applications we will shortlist on:
Clear communication skills, excellent customer service, relationship-building, problem-solving, and the ability to work independently and as part of a team under tight deadlines, including during public health emergencies.
Experience in first-line or second-line technical support, both face-to-face and remote.
Experience in troubleshooting and supporting specialist systems.
Health jobs UK has a word limit of 1500, but your statement of suitability must be no more than 750. Please do not exceed words, we will not consider any words over and above this number.
Feedback will not be provided at this stage.
Stage 2: Interview
S uccess Profiles
You will be invited to a face-to-face interview . As face-to-face interviews are planned, in exceptional circumstances, we may be able to offer a remote interview
Behaviours, technical and experience, will be tested at interview.

Please refer the Job description for details