Onsite Support Engineer (VIP)
Location: London - 102 Petty France (travel to other sites may be required)
Closing Date: 1st January
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
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
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!
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.
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.
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.
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