ICT Engineer

UKHSA Colindale Science Campus Job Summary Job overview 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. Job Description 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 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. 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 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. Person specification 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. Detailed Job Description And Main Responsibilities 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. Alongside your salary of £36,187, UK Health Security Agency contributes £10,483 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. • 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% Selection process details Selection Process Details This vacancy is using Success Profiles and will assess your Behaviours, Experience and Technical skills 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 Success 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. The Behaviours Tested During The Interview Stage Will Be: • Making effective decisions • Communicating and Influencing • Managing a Quality Service Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. 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. Eligibility Criteria External Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants). Location The role is allocated at our Science Campus UKHSA Colindale UKHSA Colindale 61 Colindale Ave, London, NW9 5EQ Please note Hybrid working is not available for this role, due to the onsite requirements for the role. Security Clearance Level Requirement Successful candidates must pass a disclosure and barring security check Successful candidates will require Basic Personnel Security Standard (BPSS) as a minimum with willingness and capability to work towards Security Check (SC), with in 3 months of being in post, failure to achieve this may lead to termination of employment. You should normally have been resident in the United Kingdom for the 5 years to obtain Security Check (SC) clearance. UK residency less than the outlined periods may not necessarily bar you from gaining national security vetting at this higher level and applicants should contact the Vacancy Holder / Recruiting Manager listed in the advert for further advice. Person specification Application Form & Statement of Suitablity Essential criteria • Application Form & Statement of Suitablity Behaviours Essential criteria • Making Effective Decisions • Communicating and Influencing • Managing a Quality Service IMPORTANT - PLEASE READ Artificial Intelligence (AI) 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 for more information on appropriate and inappropriate use. Link Below: Artificial intelligence and recruitment , Civil Service Careers This is a Non-Reserved post under the Civil Service Nationality Rules. To be eligible for employment in the UK Civil Service applicants must meet the Civil Service Nationality Rules (CSNRs) which operate independently of and additionally to the Immigration Rules. Applicants must also meet necessary security and vetting requirements, along with any other relevant pre-employment checks. 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) (opens in a new window) • 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 For more information on job nationality requirements and the right to work in the UK, see theCivil Service Nationality rules (opens in a new window) and theUK Visas and Immigration rules (opens in a new window) For posts on UKHSA Civil Service terms and conditions, new entrants to the Civil Service are expected to start on the minimum of the pay band. For existing Civil Servants and roles advertised across government, the rules of transfer apply, i.e., level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive a 10% increase. Either case is determined by whichever is the highest. The Civil Service pay structure and progression is different from NHS Agenda for Change (AfC), most local authority pay grades and other systems that have annual pay increments. For further details, please refer to the Information Sheet- Starting Salaries & Benefits attachment. For AfC or Medical/Dental posts, you must have the correct professional registration to be appointed. The pay will follow the AfC or Medical & Dental terms & conditions. You may be asked to provide evidence of previous service whilst we are conducting pre-employment checks to determine your starting salary. For Temporary Appointments, if you are not currently a civil servant, you will take up the post on a Fixed Term appointment.  You may be able to take this role up as a Secondment. If you are an existing Civil Servant, based outside of the UKHSA, you will take up the post as a loan which you will need your department to agree. You cannot take the post up as a fixed term. If you are an existing UKHSA member of staff, you will take up the post as either a level transfer or a temporary promotion as per the UKHSA’s Pay policy. Given the nature of the work of the UKHSA, as a Category 1 responder under the Civil Contingencies Act, you may be required in an emergency, if deemed a necessity, to redeploy to another role at short notice. You may also be required to work at any other location, within reasonable travelling distance of your permanent home address, in line with the provisions set out in your contract of employment. Late Applications will unfortunately not be considered. Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equality of opportunity. 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. Reserve List - If more than the required number of suitable candidates pass the interview criteria, you may be kept on a reserve list for 12 months subject to your agreement. You may be contacted, in merit-order, if similar roles with closely matching essential criteria become available and the department choose to appoint from a reserve list. The panel will assess if candidates meet the requirement of the role first, using a specific benchmark system. 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. Interview expenses will not be reimbursed. UKHSA is required to check employment and/or education history covering three consecutive years. Please ensure you give details of at least two different referees, even if you were employed in one company for three years or more. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system. Please note, all communication regarding your application will be made via email, please ensure you check your junk/spam folders as emails are sometimes filtered there. 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. Determine your eligibility at https://www.childcarechoices.gov.uk/. Benefits Of Working At UKHSA Include: • Generous annual leave: • 26 days for the first 5 years of continuous service • 28 days after 5 years of continuous service • 32 days after 10 years of continuous service • Plus public holidays and one privilege day for the King’s birthday • Access to a generous Defined Benefit pension scheme with employer contributions. • Access to a cycle-to-work salary sacrifice scheme, season ticket advances and payroll giving. • Access to a retail discounts and cashback site. • We also promote flexible working patterns (part-time, job-share, condensed hours). UKHSA views flexible working as essential in enabling us to recruit and retain talented people, ensuring that they are able to enjoy a long-lasting career with us. All employees have the right to apply for flexible working and there are a range of options available including working from home, compressed hours and job sharing. • We also offer a generous maternity/ paternity and adoption leave package. Hybrid Working UKHSA operates a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will usually spend a minimum of 60% of your contracted hours (averaged over a month) working at one of UKHSA's locations (approximately 3 days a week pro rata) and the rest of your time working from home. Disability Confident Scheme The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme for candidates with disabilities who meet the minimum selection criteria at sift to ensure these candidates are invited to interview.   If you wish to be included in this scheme please tick the box on your application form. Reasonable Adjustments The Civil Service is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, we will take into account any reasonable adjustments that could help you. An adjustment is a change to the recruitment process or an adjustment at work. This is separate to the Disability Confident Scheme. If you need an adjustment to be made at any point during the recruitment process you should: Contact the recruitment team in confidence as soon as possible to discuss your needs. You can find out more information about reasonable adjustments across the Civil Service here: https://www.civil-service-careers.gov.uk/reasonable-adjustments/ International Police Check If you have spent more than 6 months abroad over the last 3 years you may need an International Police Check. This would not necessarily have to be in a single block, and could be time accrued over that period. Internal Fraud check If successful for this role as one aspect of pre-employment screening, applicant’s personal details – name, national insurance number and date of birth - will be checked against the Cabinet Office Internal Fraud Hub and anyone included on the database will be refused employment unless they can show exceptional circumstances. Currently this is only for External candidates to the Civil Service. Security Vetting Successful candidates must pass a disclosure and barring security check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed Counter-terrorist Check 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 5 years as the role requires Counter Terrorism Check (CTC) clearance  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. Future location UKHSA is investing in a new state-of-the-art National Biosecurity Centre in Harlow, Essex, which will eventually bring together teams currently based at Canary Wharf, Colindale and Porton Down. For more details, please see: Huge biosecurity centre investment to boost pandemic protection - GOV.UK. The new facilities will start becoming operational in the mid-2030s, with full completion by 2038. Staff will move in phases as facilities become available. If you're appointed to a role currently based at Canary Wharf, Colindale or Porton Down, please note that we'll continue investing in these sites for the next decade. As we get closer to the transition, we'll provide full information about relocation support available to staff. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. 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) (opens in a new window) • 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 Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window). 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. The Civil Service Code (opens in a new window) 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 (opens in a new window). 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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact : • Name : Recruitment Team • Email : recruitment@ukhsa.gov.uk Recruitment team • Email : recruitment@ukhsa.gov.uk Further information 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.ukIf 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 here.