AMS PSR

On behalf of The Ministry of Justice, we are looking for a Second Line Support Engineer (Inside IR35) for a 6 month contract based 3 days per week in London.

The Ministry of Justice (MoJ) priorities include improving public safety and reducing reoffending by reforming prisons, probation and youth justice, and building a justice system which makes access to justice swifter and more certain for all citizens whatever their background. Project professionals in the MoJ help to improve the government’s ability to protect the public and reduce reoffending, and to provide a more effective, transparent and responsive criminal justice system for victims and the public.

As a Second Line Support Engineer, your main responsibilities will be:

Essential:

• You will need to have SC clearance or be elegible to go through clearance prior to starting this position.
• Manage and resolve incidents relating to other RCJ services (including DUC and ceFileCMS)
• Maintain ‘Service Now’ log of all incidents raised and resolve incidents in accordance with office
• standards and the SLA.
• Manage customer expectations when dealing with an incident/new work request and show reasoning
• and analysis when providing options and recommendations to resolve/deliver.
• Ensure complex IT issues can be explained in plain English, clearly and concisely.
• To understand the different types of customers and respond to them appropriately.
• Understand the urgency and skill levels of customer and use discretion when communicating.
• Follow a build process to build and dispatch laptops to the judiciary.
• Maintain an asset list using standard asset management procedures and actively monitor and document IT related stock held by the team.
• Dealing with telephone/e-mail queries.
• Follow (major) incident, change and problem management operating procedures. Contribute to
• maintaining them and suggesting improvements.
• Produce/maintain clear and concise documentation (office protocols, team guides, user guides,
• communications to user, etc).
• Identify and assist with the procurement and receipt of hardware/software, thereby assisting with
• financial management, following departmental guidelines.
• Ensure specialist administration knowledge of MS O365 and related administrative tools is up to
• date and maintained.
• To act as a system administrator, maintaining high level of governance over system access and
• regularly review access levels to the system.
• Proactively monitor call trends, using this knowledge to provide suggestions to stakeholders on
• improvements to the service.
• Maintain knowledge of the MS O365 product set and ensure new releases and changes are monitored,
• understood and assessed in relation to their impact to the user, the support team and documentation.
• Assess the impact of change to MS O365 functional/non-functional releases and provide
• recommendations to stakeholders.
• To liaise and collaborate with other IT Services within the business to ensure a high level
• of service delivery, seeing through any escalations, live service issues, taking ownership until completed.

Desirable:

• Experience of a call logging systems (Service Now highly desirable).
• Experience of working in a 2nd Line team within an IT support environment.
• Knowledge and experience of administering MS 0365 (at 2nd line level). The post-holder is
• required to have specialist knowledge of MS O365 environment - Exchange online
• (e.g. message tracing, managing malware incidents), SharePoint (e.g. create a
• team site), Powershell (create and execute scripts), Azure (Dynamic Security
• Groups) and MS Teams.
• Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses).
• Knowledge of the different operating systems/devices highly desirable, however Windows 10,
• Windows 11 and iOS are essential.
• IT literacy, competent in Microsoft Office applications (Outlook, Word, Excel, Teams, Sharepoint)

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident 

As a member of the Disability Confident Scheme, MOJ guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply.

Armed Forces Covenant

The Ministry of Justice guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".