Senior Digital Support Engineer

Location: National

Closing Date: Monday 6th November
Interviews: w/c  20th November

Grade: SEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary: London: £45,824 - £50,039 (which may include an allowance of up to £2,251). National: £39,868 - £43,535 (which may include an allowance of up to £2,057).

Working pattern: Full Time, part time flexible working, job share.

Contract Type: Permanent

Vacancy number: 80474

*We are currently offering hybrid working which includes 2 days per week in your local office. Office locations can be found HERE

The Role 

We’re recruiting for a Senior Digital Support Engineer for our Digital Support Team here at MoJ Digital & Technology, to be part of our warm and collaborative Specialist Support team. 

The Digital and Technology Support team provides Local and Remote 2^nd line 

technical support, expertise and knowledge sharing tailored specifically to our customers remotely & onsite. Our personal, customer centric focus allows the MoJ business to run efficiently and project delivery to happen seamlessly.   

 The Digital Support team is part of MoJ Digital & Technology Support within the Specialist Support function. The team is responsible for providing IT support to approx. 1500 Digital and Technology Staff across several geographically dispersed locations using Mac OS and Win10 devices, G Suite and Office 365.

We are responsible for onboarding new starters, setting up and deploying IT devices, hardware and software purchases.  

We also provide support and administer 30+ apps including Slack, Confluence, Jira and Trello used across Digital and Technology.

  Excellent communication is essential and the ability to develop and maintain an effective team.  

 To help picture your life at MoJ D&T please take a look at our blog and our Digital & Technology strategy. 

Key Responsibilities: 

As a Digital Senior Support Engineer, you will be responsible for ensuring effective support is provided to our Digital staff, this will involve: 

• Act as escalation point for the team, ensuring issues are resolved within agreed timescales, complex problems are proactively investigated and initiate effective hand off to the appropriate resolver groups where necessary.  
• Ensure the team meets performance and quality objectives and key performance indicators.
• Ensure knowledge articles and processes are created and maintained and Service Desk guidance, knowledge and first-time fixes are regularly reviewed to ensure maximum effectiveness.
• Ensue all work is recorded within ServiceNow and provide management information as required.
• Lead on Continual Service Improvements to teams processes and ways of working, ensuring improvements bring tangible benefits to the users. 
• Promote and raise awareness of any new policies that may affect users and flag any issues that could negatively impact the team or userbase. 
• Ensuring incoming support queries via ServiceNow, email and telephone are responded to within the agreed tight timescales.
• Oversee the configuration and deployment of new and existing Mac OS, Win10, iOS and Android devices within the agreed timescales, managing assets and ensuring stock levels are sufficient to meet demand.
• Ensure a record of all assets, hardware, peripherals and licenses is maintained.
• Have an appreciation for staff with varying levels of IT proficiency and accessibility requirements and ensure communications are considered and appropriate.
• Be available for infrequent weekend and out of hours working to support projects and changes to ensure minimal disruption to business operations. 
• Line managing staff.
• Deputising for the Digital Support Team manager.

Person Specification 

Essential 

• Experienced in providing 2^nd line IT support to Mac users.

• Asset and configuration management. You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.
• Continual service improvement. You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions. 
• Service focus. You can see the bigger picture by taking groups of services and investigating how to get the best of underlying services. 
• Technical understanding. You can understand the core technical concepts related to the role and apply them with guidance. These should include: Jamf Pro - minimum CCA/Jamf 200, CCE/Jamf 400 preferred. 

• Demonstrable experience of managing a complex environment of Apple Mac and Windows devices using Jamf Pro and Intune.
• Experience of packaging Mac apps for distribution. 
• People, resource and team management experience.

Benefits

• 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
• 10% dedicated time to learning and development with a budget of £1000 a year per person
• Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
• Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
• Wellbeing support including access to the Calm app. 
• Nurturing professional and interpersonal networks including those for Careers & Childcare, Gender Equality, PROUD and SPIRIT
• Bike loans up to £2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym.

We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.  

Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace. 

How to Apply 

Candidates must submit CV and Statement of Suitability (of up to 750 words) which describes how you meet the requirements set out in the Person Specification above. 

In D&T, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process: 

• Seeing the bigger picture   
• Leadership

Your application will be reviewed and sifted against the Person Specification above by a diverse panel.  

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference. 

Should we receive a high volume of applications, a pre-sift based on your experience of ‘Jamf qualification OR demonstrable knowledge of Jamf’’ will be conducted prior to the sift. 

Further Information 

Please review the following Terms & Conditions which set out the way we recruit and provide further information related to the role. 

 If you have any questions please feel free to contact recruitment@digital.justice.gov.uk