AMS PSR

On behalf of The Ministry of Justice, we are looking for a System Support Engineer (Inside IR35) for a 12 month contract based REMOTELY.

Note: SC Clearance is an essential requirement for this role, (as a minimum you will need to eligible for SC)

The Remote Support team was initially set up to provide 2nd line support, for circa 55,000 HMPS IT users. Over the next year the scope of the service will increase further to cover more MOJ Users of IT. 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.

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:

Provide specialist technical support and contribute towards continual service improvement

Be responsible for preparations and support of IT operations solutions and services - physical or virtual - according to industry and organisational best practices standards, service requirements and key performance Indicators (KPIs) throughout the product life cycle

Coach and mentor junior and other team members, and assist in the provision of first-class services and consistent levels of capability as

required by the organisation

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 with internal IT Teams and external

suppliers, when necessary, whilst always ensuring excellent partnership working.

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

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

Contributing to the “set up” and continued improvement of the Remote Support Team.

Support project, programme and transitioning work.

Document and update IT support and knowledge management materials, continuously contribute towards improving the Minimum Data Set (MDS)

Contributing towards the maintenance of Knowledge Base Articles

Skills and experience needed for this role:

Operating Systems:

·      Win10 and above operating system

·      iOS

·      Android andMac

·      Linux/Unix

Networking and Infrastructure including:

·      DNS and DHCP

·      WIFI

·      PKI

·      SMB Shares

Supporting Users with the following Products:

·      Intune

·      Universal Print

·      Active Directory and Azure Active Directory

·      Azure Virtual Desktop

·      Exchange Hybrid Management

·      Citrix

·      SCCM

·      Autopilot

·      Apple Business Management

·      Bitlocker and MBAM (Microsoft Bitlocker Administration and Management)

·      Recovery and Archive Tools (MS Purview)

·      SCORCH (System Centre Orchestrator)

·      MS Defender for Endpoint

End user Devices and Peripherals including:

·      Laptops, Smart devices (Tablets, Phones etc)

·      Keyboards, Monitors

·      Printers and Scanners

End User Support:

·      Windows 365 applications, including:

·      Teams

·      Outlook

·      Power Platforms (Power Apps, Power BI)

·      NexThink

·      OneDrive

·      SharePoint

·      Core MS Apps including Word, Excel, PowerPoint etc

·      Window Share Drives

·      Remote Access

·      Business Applications

·      Triage Application deployment issues

·      Anti-Virus

Microsoft AZ900 and MS900 Certified

Experience of supporting a wide variety of Users from senior to operative.

Incident management. You can diagnose and prioritise incidents, investigating their causes and find resolutions, escalating when necessary. Providing users with regular communication on progress of investigations and planned solutions, whilst managing their level of expectation.

Ownership and initiative. You take ownership of an incident or request until it is resolved, or it has been assigned to a new owner, or the problem has been mitigated. Utilise customer service skills, by following agreed process and ensure proper recording, documentation and closure of incident and service requests tickets.

Problem management. You resolve problems, by looking at patterns and trends in use of IT Systems or by consulting specialists where required. You can determine the appropriate remedy and assist with implementation of it as well as preventative measures.

Service reporting. Produce relevant reports in a standard format in an agreed timeframe, discuss any changes in reporting requirements with the relevant stakeholder.

Asset and configuration management. You can control IT assets in one or more significant areas if required, verifying location and state of assets.

Change management. You will analyse and assess impact and develop and document change requests and implement changes based on requests for change if required.

Continual service improvement. You can identify opportunities to improve how we deliver Remote Support with guidance and contribute to the implementation of proposed solutions.

Coding and scripting. You know the scripting tools and software that are available and currently in use.

Service Management Framework knowledge. You have or are working towards a ITIL 4 qualification.

Technical understanding. You understand core technical concepts and can apply them with guidance.

Testing. You can review requirements, specifications and define test conditions. You can identify issues and risks associated with work while being able to analyse and report test activities and results.

Technical specialism. The Remote Support Team support a wide range of technologies that will broaden and change over time. Training and guidance on technologies will be provided. Currently: You will be able to use management system software and tools. Know how to investigate problems, collect performance statistics and create reports. You will also have excellent hands-on experience in supporting users on a second or third-line level around the following technologies or similar

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

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".