VIP Support Engineer

Location: London - Petty France / Canary Wharf - On-site

Closing Date: 11th February

Interviews: w/c 26th February

Grade: HEO

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

Salary: £37174 - £40403 (which may include an allowance of up to £851)

Working pattern: Full time, Part time, Flexible working

Contract Type: Permanent

Vacancy number: 83856

*This role is based onsite in London Petty France or Canary Wharf*

The Role

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

The VIP Support Team is a part of Specialist Onsite Support, who provide IT Support for Ministers and their Private Offices, Directors and Senior Management Teams, primarily in 102 Petty France and 10 South Colonnade (Canary Wharf), with remote assistance nationally.  

The purpose of this role is to provide IT support to the VIP community, either in person or by responding to telephone or email enquiries. To be the focal point for all IT matters, fulfil requests for equipment and ensure that any issues are identified quickly and provide solutions or escalate where necessary to achieve a prompt resolution.

To help picture your life at MoJ D&T please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities:

• Provide on-demand, personal 1-2-1 support for Ministers and their Private Offices, Directors and Senior Managers
• Manage the functional mailbox and ensure emails are actioned in a timely manner.
• Provide advice and guidance on all IT matters, mobile telephony and video equipment
• Build and supply devices to the VIP community, providing a smooth hand-over to ensure equipment meets the needs of the user
• Provide IT support during board and SMT meetings
• Act as a Point of contact for incidents and IT queries for VIP customers and act as conduit between customers and suppliers
• Ensure that sufficient IT equipment is available for ministers for break fix and ministerial re-shuffles
• Ensure first time fix for incidents wherever possible and make use of on-site supplier resource for that purpose and to ensure any complex issues are investigated and resolved swiftly
• Research and test new IT equipment and processes that would benefit the customer, including bespoke processes for VIP customers.
• Provide a certain level of technical expertise and advices & guidance for customers 
• Work in collaboration with other Technology teams to provide the highest level of service to our customers.
• Provide an escalation point and communication channel for MoJ Technology service and change issues
• Capture and disseminate technical, operational and business information
• Engage with Line Managers to appraise them of significant service issues
• Identify and implement improvements based on user feedback
• Where appropriate ensure that services processes and systems comply with policies and legal requirements. 

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification

Essential

• Proven experience of working in an IT support environment with face to face customer interaction, and directly supporting VIP customers such as Ministers, Directors or Senior Managers.

• Incident management experience. You can diagnose and prioritise incidents, investigate their causes and find resolutions, escalating when necessary. Providing users with regular communication on progress of investigations and planned solutions, whilst managing their level of expectation.  
• Asset and configuration management experience. You know how to manage configuration items, related information, service compliance and risks.  
• Continual service improvement experience. You know how to analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements. You help to evaluate and establish requirements for the implementation of changes by setting policy and standards.  
• Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
• User focus. You can identify and engage with users or stakeholders to understand and effectively articulate user needs.   
• Technical understanding. You understand core technical concepts related to the role and can apply them with guidance.  These should include: 

• Excellent working knowledge of Microsoft Windows 10 and Office 365   
• Ability to support IOS
• Ability to support and maintain VC equipment. 
• Experience of working with ServiceNow  
• Technical ability to provide first/second line support on various IT platforms, printers and mobile devices

Willingness to be assessed against the requirements for SC clearance

We welcome the unique contribution diverse applicants bring and do not discriminate based on 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.

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 Carers & 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.

How to Apply

Candidates must submit a CV and Supporting Statement of no more than 750 words which describes how you meet the requirements set out in the Person Specification above.

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

• Communicating & Influencing
• Delivering at Pace
• Managing a Quality Service
• Working Together

A diverse panel will review your application against the Person Specification above. 

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 providing IT support to high level staff, Director and/or Ministers, will be conducted before the sift.

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.

A reserve list may be held for up to 12 months, from which further appointments may be made.

Terms & Conditions

Please review our Terms & Conditions which set out how we recruit and provide further information related to the role and salary arrangements.

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