Job Description

Job Title: Technical Engineer Closing date: 03 March 2021
We have an exciting Specialist Onsite Support opportunity here at MoJ Digital & Technology for a Technical Engineer.
The SOST Team
The Technology Support team is part of MoJ D&T’s Technology directorate. It is a team made up of four functions: Specialist, Application, Onsite and End User Computing. The Technology Support team provides Local and Remote 2nd line support excellence that enables our MoJ customers to thrive.
We provide 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 Technical 2LS Support Team is responsible for providing IT support to approximately 75,000 users.
The Role
This role reports to the Technical 2LS Management team.
As one of our Technical Engineers, you will be responsible for providing 2nd line support directly to MOJ’s end users, whilst continuously providing a great customer service experience.
Our aim is to fix the end user issues at initial contact and when necessary, escalate more complex issues to the relevant support channels.
You will be required to respond to complex problems by proactively investigating root cause, whilst if necessary, delivering a workaround that enables business continuity and ultimately a permanent resolution.
You will need to be available to travel to other MOJ locations in the UK to support offices and the wider MOJ and its various Agencies staff when necessary.
You will:

  • Deliver excellent customer service to all users needing help and support from the Technical 2LS location
  • Troubleshoot or escalate issues as appropriate in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved
  • Ensure the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, when necessary
  • Be the first point of contact for end users to receive support and maintenance within the organisation’s desktop computing, mobile devices and application system environment
  • Provide users with regular communication on the progress of investigations and planned solutions, whilst managing their level of expectation. Drive to maximise issue resolution at first point of contact on the service desk
  • Liaise with colleagues, utilising their expertise to solve more complex problems or re-direct to the appropriate team with specialist skills, whilst maintaining communications and regular updates to users
  • Support users with best practice guidance for using their core technology tools, as part of continuous improvement
  • Utilise customer service skills, by following agreed processes and ensure proper recording, documentation and closure of incident tickets as you grow your knowledge of IT procedures, products, and services
  • Configure and deploy new and existing hardware, Macs, Win10 laptops/PCs, iPhones and Android devices to new starters and existing colleagues
  • Maintain a record of all assets, hardware, peripherals and licenses
  • Investigate cause and take responsibility to provide analysis of reported recurring or persistent problems
  • Create standard documentation on problem resolution and fixes
  • Contribute to the maintenance of Technical 2LS work instructions so they reflect the latest developments in the digital and technology estate, so as to keep the advice given to users updated
  • Keep abreast of trends in new product / service releases and stay on the forefront of emerging industry practices
  • Continuously seek to facilitate improvements within the Technical 2LS Team and wider support teams
  • Share information and specialist expertise to support colleagues in the successful delivery of their tasks and to assist their professional development
  • Meet your performance and quality objectives to ensure that the success of the overall team key performance indicators, targets and quality controls measures are met.

If this sounds like an exciting challenge and you want to join our team please read on and apply! This is a MoJ Band C role with a starting salary of £30,845 or £24,002 D.O.L. plus great benefits:

  • 37 hours/week and flexible working options - working from home or remotely, working part-time, job sharing, or working compressed hours.
  • 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 Queens’ birthday. 5 additional days of leave once you have reached 5 years of service.
  • Great maternity, adoption, and shared parental leave, 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!
  • 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 are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
Person Specification

  • Be a compassionate, empathetic and detail-oriented person who possess strong listening and oral communication
  • Being a team player with the ability to work independently, be a self-starter and own customer issues through to resolution
  • Experience with setup and configuration of end-user laptop computer hardware, software, phones and peripherals
  • Experience with handling prioritisation on time sensitive problems and escalations within corporate environments
  • Hands-on problem-solving expertise
  • Detailed understanding and advance working knowledge of Microsoft Office products and modern browsers
  • Ability to work under pressure and to deadlines; being flexible and adapting to various work priorities


  • Experience of working within an ITIL based service environment, preferably as a Technical Engineer
  • Experience of working in the government sector, with an understanding of the government’s digital and technology transformation agenda
  • Experience working with a ticketing system such as ServiceNow, Webhelpdesk, Zendesk or equivalent
  • Hands-on problem-solving expertise with Mac OS 10.11 and above including upgrading or downgrading the OS, software troubleshooting and hardware troubleshooting
  • Knowledge of using and administering Confluence, Jira and Okta
  • Experience using Jamf (Jamf 200 preferred) and Airwatch for administration
  • Experience working in Slack
  • Experience using and administering G-Suite, understanding best practices and core technology available for users
  • Have a good working knowledge of Assistive Technology equipment and software such as JAWS, Dolphin Super Nova, Dragon Naturally Speaking, Zoom Text, Inspiration Mind mapping and Text Help
  • Experience of developing and delivering end user training
  • Apple Certified Mac Technician
  • Microsoft Certified Professional (MCP)
  • Working knowledge of Visual Basic (VB)
  • Understanding of LAN/WAN Network
  • Understanding of Internet Protocol Telephony (IPT)

How to Apply
All candidates must submit a CV and Statement of Suitability (of up to 750 words) which describes how you meet the requirements set out in the Person Specification above. We recruit using the Success Profiles Framework and will assess your Experience, Technical Skills and the following Behaviours at Level 3 during the assessment process:

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

Your application will be reviewed and sifted against the Person Specification 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 training and qualifications (including Apple Certified Mac Technician/Microsoft Certified Professional) 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

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    Full Time
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  • Job Location
    Birmingham, United Kingdom
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