Job Description

U.K. Telecommunication Laboratory(UKTL) Led by the Department for Science, Innovation and Technology, the UK Telecoms Lab(UKTL), announced in October 2022, will give the UK the cutting-edge technology to keep our telecommunications networks safe, accelerate the roll-out of 5G,and grow our brilliant telecoms sector by bringing in new entrants to diversify the supply chain market. Successful candidates will have a unique experience working on or supporting the latest ground-breaking cyber security and networking technologies on a national and international scale. This opportunity will allow those involved to have first-hand exposure to the latest technologies via there search and development that we are undertaking to secure our telecommunications networks, in order to keep the UK the safest place to live and do business online. As a trusted and independent national capability, the UKTL will interact at the intersection of standards bodies, such as 3GPP, the National Cyber Security Centre and the wider UK intelligence community, academia, Ofcom,as well as Communications Service Providers and telecommunication equipment vendors. You\'ll be a member of the IT Service Delivery Team, acting as a technical escalation point, responsible for providing, assessing, maintaining & repairing hardware and providing advice and recommendations to end users. Successful Applicants must be able to commute to the UKTL offices in Birmingham at least twice a week

We strive to offer a great work life balance - if you are looking for full time, part time or flexible options, we will try to make this work where business possible. This will be dependent on the kind of role you do and part of the business you work in.


Desirable Skills and Experience:

• Experience of working a team in a Service Delivery environment, using relevant support tools with a strong customer focus
• The ability to think logically, meet deadlines and effectively prioritise workload according to the needs of the customers and SLA\xe2\x80\x99s
• Excellent listening and questioning skills, combined with the ability to interact confidently with stakeholders and employees to establish what the problem is and explain the solution to a non-technical audience
• Providing advice & recommendations for hardware solutions based on scientific requirements of the customer
• Knowledge of ITIL and the Service Desk Institute
• A professional IT qualification (desirable) e.g ITIL Foundation, Microsoft MCP

Technical Skills:

• End user application support experience including:
• Microsoft products eg Office365 and earlier versions,
• Active Directory
• Configuring and troubleshooting IP telephony
• Endpoint Management & OS Deployment Technologies (i.e SCCM)
• Various Linux OS (including Centos, Ubuntu & Rocky)
• Various Windows OS (including Win 10)

Wide ranging experience of hardware support including:

• Multi-vendor desktop workstations & laptops
• Generic printers
• Raspberry Pi, IoT Devices & Networked Lab Equipment

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert therefore we may at any time bring the closing date forward. We encourage all interested applicants to apply as soon as practical.


We actively recruit citizens of all backgrounds, but the nature of our work in this specific area means that nationality, residency and security requirements are more tightly defined than others. To work in this role, you will need to have an SC clearance with no restrictions, or you must have the ability to obtain an SC clearance.

The National Physical Laboratory(NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme. At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we hold memberships and accreditations to ensure we\xe2\x80\x99re creating an environment where all our colleagues feel supported and welcome, please see our Diversity & Inclusion page. We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with abroad range of benefits. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance,we\xe2\x80\x99re always willing to make reasonable adjustments to the recruitment process.If you would like to discuss, please contact us.