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This vacancy is only available to existing Civil Servant employees and employees of accredited non-departmental public bodies (NDPBs). Please review the "Eligibility" section before you apply.

General Information

Salary
£40,014 - £42,859
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Vacancy Approach
Cross Government
Location
London
Region
London
Closing Date
02-Jan-2026
Post Type
Permanent
Civil Service Grade
HEO
Number of jobs available
1
Reserve List
12 Months
Job ID
12926

Descriptions & requirements

Job description

Onsite Support Engineer (VIP)

Location: London – 102 Petty France (travel to other sites may be required) 

Interviews: W/C 12th January (subject to change) 

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

Salary: London: £40,014 - £42,859. 

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

Contract Type: Permanent. 

*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 an Onsite Support Engineer here at Justice Digital, to be part of our warm and collaborative Technology Services team.

This role aligns against Infrastructure operations engineer from the Government Digital and Data Framework

The Onsite Support Engineer role support IT Technology across multiple functions including VIP Support, Tech Hubs, and all establishments nationally including Launchpad prisons and Probation sites. You will be given a designated base, with the expectation that you will also attend other sites as required.

VIP Support involves providing 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 role provides IT support to the VIP community, either in person or by responding to telephone or email enquiries and is a 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.

The role will also involve supporting Tech Hubs, providing face to face support to end users at specified locations

The Onsite role will involve working at a site 5 days per week, between 10 am and 3 pm, with flexibility on either side of these hours. Flexibility is key to the role as you may be required to support VIP teams outside of these core hours and cover Tech Hub support from designated times. You may also spend time working away from your home site due to demand, requiring overnight stays. The role involves supporting the site with the fulfilment of local requests and projects, maintaining hardware, fixing technical problems as quickly as possible for prisoner and staff IT systems, and working in collaboration with suppliers as appropriate.

There will be an occasional requirement to travel to a variety of sites for meetings or to provide cover for regional colleagues if necessary. A comprehensive training package and relevant development opportunities will be available and will include the completion of Launchpad Prisons training which all candidates must be prepared to attend as well as other IT-related training.

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:

  • Support all users including Ministers, Directors, prisoners and staff.
  • Provide on-demand, personal 1-2-1 support for Ministers and their Private Offices, Directors and Senior Managers as required.
  • Provide advice and guidance on all IT matters, mobile telephony and video equipment.
  • Undertake basic hardware fixes where appropriate. Manage external repairs and replacements of prisoner and staff IT. Maintain useable stock of devices on-site for both prisoner and staff IT.
  • Rebuild devices and wipe data ready for reallocation of devices to prisoners
  • Install and relocate PCs, printers and scanners, where necessary, and in conjunction with third-party suppliers.
  • 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 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 advice & guidance for customers.
  • Work in collaboration with other Technology teams to provide the highest level of service to our customers.
  • Provide training and support to site digital teams using Service Now.
  • Advocate, train, and support site colleagues to use IT and systems effectively. Support users with best practice guidance for using their core technology tools.
  • Stakeholder engagement; build and maintain good working relationships with colleagues, site staff and suppliers.
  • Risk management and information assurance; provide support and advice to staff to build risk awareness and report any risks identified appropriately.
  • Support departments in prison and HMPPS Digital teams to automate and digitise manual prison processes.
  • Manage user complaints, ensuring where possible complaints are dealt with locally where feasible. Ensure complaints are logged and tracked through to completion.
  • Ensure adherence to security policies by ensuring secure storage and disposal of IT-related assets.
  • Identify and investigate misuses of IT in conjunction with IT Security teams.
  • Provide advice and guidance to key stakeholders in relation to local contingency planning, ensuring local business continuity plans are up-to-date and relevant.
  • Ability to consistently achieve performance and quality objectives, supporting the team in meeting key performance indicators, and targets. 

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

Benefits

  • 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
  • A £1k per person learning budget is in place to support all our people, with access to best in class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms
  • Staff have 10% time to dedicate to develop & grow
  • Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
  • 25 days leave (plus bank holidays) and 1 privilege day usually taken around the King’s 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.
  • Some offices may have a subsidised onsite Gym.
Person Specification 

Essential

  • Change management. You can implement changes based on change requests. You can apply change control procedures.
  • 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.
  • Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
  • Service focus. You can take inputs and establish coherent frameworks that work.
  • Technical understanding. You can show an awareness of the relevant subject matter and a willingness to complete full training in IT software including Microsoft Azure, Microsoft Windows 10 and Office 365, as well as  supporting IOS, VC equipment, work with ServiceNow and have technical ability to provide first/second line support.
  • User focus. You can identify and engage with users or stakeholders to collate evidence of user needs. 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.
  • Experience of working in an IT support environment with face-to-face customer interaction and providing support to customers such as Ministers, Directors, Governors or Senior Managers. 

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.

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 no more than 750 words), which describes how you meet the requirements set out in the Person Specification above. Candidates who do not submit both a CV and a separate statement of suitability will not be invited to attend an interview. 

Application Guidance

Please access the following link for guidance on how to apply and how to complete a Personal Statement

Application Guidance 

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 and Technical Skills during the assessment process. 

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

At the sift stage, the following essential criteria will be assessed -

  • Incident management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel. 
  • Technical understanding. You can show an awareness of the relevant subject matter and a willingness to complete full training in IT software including Microsoft Azure, Microsoft Windows 10 and Office 365, as well as  supporting IOS, VC equipment, work with ServiceNow and have technical ability to provide first/second line support.
  • Experience of working in an IT support environment with face-to-face customer interaction and providing support to customers such as Ministers, Directors, Governors or Senior Managers. 

At the interview stage, all essential criteria will be assessed. 

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

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. 

Use of Artificial Intelligence

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Terms & Conditions

Please review our Terms and 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 digitalanddatarecruitment@justice.gov.uk

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale.  This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). 

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours 

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits 

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension 

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training 

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks 

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.

Diversity & Inclusion

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 Diversity and Inclusion Strategy.

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

This job is broadly open to the following groups:

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference: 12926

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference: 12926

Application form stage assessments

Experience
We will assess your experience for this role via the following methods
CV or Work History, Experience Questions, Statement of Suitability
Experience Questions Application Form Question Word Limit
250
Statement of Suitability
Guidance for the Statement of Suitability
Please submit a cover letter demonstrating your suitability for this position based on the essential criteria shown within the job description.
Evidence of Experience
CV or Work History, Experience Questions, Statement of Suitability

Interview stage assessments

Interview Dates
Expected: W/C 12th January (subject to change)
Experience
Your Experience for this role will be assessed at interview. To learn more about Experience and how they are assessed please click here.
We will assess your experience for this role via the following methods
Experience Questions
Level of security checks required
Security Clearance (SC)

Use of Artificial Intelligence (Al)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.  Please see our candidate guidance for more information on appropriate and inappropriate use.