Remote Support Engineer

Location: National*

Closing Date: Tuesday 6th August

Interviews: w/c 19th August

Grade: HEO

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

Salary: National: £32,827 - £35,678 (which may include an allowance of up to £61). London: £37,174 - £40,403 (which may include an allowance of up to £851).

Working pattern: Full time, Part time, Job share, Flexible Working

Contract Type: Permanent

Vacancy number: 89134

*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP

The Role

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

This role aligns against Infrastructure Operations Engineer from the Government Digital and Data Framework.

The Digital & 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 Remote.

The Digital & Technology Support team provides Local and Remote 2nd line support excellence that enables our MoJ customers to thrive.

The team provides 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.

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

Key Responsibilities:

The Remote Support team provides 2nd line support, for circa 110,000 MOJ IT users.

The aim of the team is to provide an effective and efficient service that allows staff to have their issues and requests dealt with in a quick and seamless manner.

The team provides support between the hours of 07:00 – 19:00 Monday – Friday. This is undertaken in a shift pattern, with the potential for some out of hours work.

As a Remote Support Engineers, you will be responsible for owning and ensuring the speedy resolve of second line service requests and incidents for IT users, this will involve:

• Proactively managing, coordinating and prioritising tasks to resolve technical incidents and service requests.

• Contacting and liaising with the end users when necessary and providing excellent customer service.

• Working in partnership with other IT areas to fix technical problems including liaising and escalating to 3rd line support, whilst always ensuring excellent partnership working.

• Provide guidance on suitable technical workarounds that enables users to operate whilst a permanent resolution is being provisioned.

• Ensure the delivery of programme/project and transition work.

• Document and update IT support and knowledge management materials

• Meeting your performance and quality objectives to ensure that the success of the overall team key performance indicators, targets and quality controls measures are met.

• Contributing towards the maintenance of Knowledge Base Articles

• Completing a training roadmap, in which you will achieve the following accreditation within 12 months of start date:

• AZ-900 Microsoft Azure Fundamentals

• MS-900 Microsoft 365 Fundamentals

• SC-900 Microsoft Security, Compliance, and Identity Fundamentals

• MS-700 Managing Microsoft Teams

Must achieve AZ900, MS900 certifications within 8 weeks in order to access tooling for the job, if not already held.

There will be an occasional requirement to travel to a variety of sites for meetings, and for developing and maintaining your understanding of the needs of the business and the users.

We encourage applications from people who have experience in supporting users and understand the importance of excellent customer service.

The scope of skills will change over time as new technologies are introduced or retired.

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

• Continual service improvement. You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.

• Incident management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.

• Problem management. You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.

• Service management framework knowledge. You have a Level 3 service management framework qualification.

• Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.

• Covering:-

• Operating Systems

• Networking & Infrastructure

• End User Devices & Peripherals

• End User Support – Windows 365 Applications

• Technical understanding. You can show an awareness of the relevant subject matter and a high level understanding of what it involves.

• You can take inputs and establish coherent frameworks that work. You can collate data from depositories and provide basic reporting. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

• You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

Willingness to be assessed against the requirements for SC clearance

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 and the Civil Service D&I Strategy.

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 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:

• Delivering At Pace

• Managing A Quality Service

• Communicating & Influencing

• Changing and Improving

Your application will be reviewed 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.

Terms & Conditions

Please review our Terms & Conditions which set out the way 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