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The purpose of the Technology Directorate is to help the department deliver its objectives by being a trusted partner, providing support and expertise to deploy and develop:

• IT desktop services and applications.
• IT infrastructure and infrastructure services. 
• Application and system development.

The directorate is part of a wider Digital, Data and Technology (DDaT) community across government, sharing a clear vision of making public services digital by default, simpler, clearer and faster to use.

Working to the Onsite Service Manager, you will take operational responsibility for managing your own queue, which will consist of incidents and requests and form part of our onsite support service. The role of the Onsite Support Engineer is to ensure that our DfE colleagues are up and running as soon as possible supporting internal users and multiple external user groups that interact with DfEs externally facing IT Services.

Work will be allocated by onsite leads so flexibility is key. You will also need strong stakeholder management and communications skills as you will liaise with VIPs and will be carrying out onsite clinics. You will work collaboratively with the other teams, specifically including Service Desk, End User Computing, Networks and Security to ensure that our users requirements are met. You will be accountable for maintaining business critical services in a fast-paced, pressurised environment and you will need to stay calm under pressure.

Right now we are recruiting a 2nd Line Support Technician (Apprenticeship) to work in our Digital & Technology team.

As a 2nd Line Support Technician, you will take operational responsibility for managing your own queue, which will consist of incidents and requests and form part of our onsite support service. Youll need strong stakeholder management and communication skills as you will work with a wide audience at all levels as well as carrying out onsite clinics. Work will be allocated to you and flexibility is important.

You will work closely with other teams, specifically Service Desk, End User Computing, Networks and Security, to meet user requirements.

You will be accountable for maintaining business critical services in a fast-paced, busy environment and you will need to stay calm under pressure.

Main Responsibilities:

Staff in this role will be required to demonstrate strong customer focus, professionalism, flexibility and commitment to delivery of outcomes. 

You will be expected to:

• Deliver high quality support services for a range of IT systems and services.
• Handle incidents and requests from a diverse user base of key internal and external stakeholders, liaising with other government departments as required.
• Centrally manage and administer accounts that are used by stakeholders.
• Make extensive use of the organisations IT Toolset for Incident and Problem Management, request fulfilment, reporting and tracking of Service Levels.
• Diagnose and triage customer incidents/requests.
• Ensure all queries are resolved within agreed timescales to meet Service Level Agreements (SLA).
• Ensure security of end user products is not compromised and follow appropriate security procedures.
• Providing onsite support clinics to remote sites (travel will be required) as per agreed schedule or as and when required.
• Maintain and update Onsite Teams operational documents, such as knowledge bases and user guides.
• Carry out regular reviews of existing processes and procedures and suggest areas for improvement.
• Carry out testing of new system functionality where appropriate.
• Provide guidance to projects during planning and rollout as and when required.

Apprenticeship

As this role includes completion of the Communications Technician, Level 3 apprenticeship, please check the eligibility requirements below using the apprenticeship standard: Level 3 Information Communications Technician.

• You must have lived in the UK for 3 years prior to apprenticeship start date and not be undertaking another apprenticeship at the same time.
• You must not already have a substantial amount of the skills and knowledge that is covered in the contents of the apprenticeship standard.
• You must not have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard. 

Please do not apply if:

• You already have all the skills and knowledge that is covered in the contents of the apprenticeship standard.
• You have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard.
• Part of this apprenticeship is to complete a level 2 English and maths functional skills qualification. If you have already achieved GCSEs in English and maths at Level 4 (grade C) or equivalent or a higher grade, you will not need to complete the functional skills qualification.

 At the enrolment state, the individual's eligibility will be checked by the training provider.

Essential Criteria:

• Customer Service Management - Resolves user requests in line with the agreed service level agreement, able to empathise with the end user and uses customer-focused metrics to achieve a satisfying outcome. 
• Information Technology - Training will be provided but an interest in pursuing a career within IT services is essential, Ownership and Initiative:- takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements and takes full accountability for actions taken and decisions made.
• Service Focus - Aware of different products and services and how they are used together to deliver business requirements.
• User Focus - Understands users and can identify who they are and what their needs are based on evidence.
• Excellent communication skills both written and verbal.
• Basic understanding of Microsoft Products. E.g. Outlook, Skype, Teams, Word & Excel.
• Basic understanding of networking & telephony.
• The ability to use your own initiative to aid in diagnostics.
• Flexible approach to working patterns as we operate on a shift rota basis.

Desirable Criteria:

• Asset and configuration Management
• Awareness of tracking, logging and correcting information to protect assets and components.
• Continual service improvement
• Awareness of the importance to consider developing process efficiency and common ways in which processes are optimised.
• Supports specific activities to improve development processes.
• Able to spot or identify obvious deficiencies.
• ITIL v3 OR v4 foundation.
• Working knowledge of ServiceNow.
• Windows 10 troubleshooting experience.
• An understanding of ITIL methodology.
• Microsoft O365 skills.
• Microsoft Certified Professional.

Desirable criteria will only be assessed at interview, in the event of a tie break situation, to make an informed decision. 

Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Departments transfer / promotion policies.

As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK.  

You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years service. In addition, all staff receive the King's Birthday privilege holiday and 8 days bank and public holidays.

We offer flexible working arrangements, such as job sharing, term-time working, flexi-time and compressed hours. 

Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances but must be agreed with the line manager and in line with the requirements of the role.

Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.

As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities.

Job contact :

• Name : Steve Green
• Email : [email protected]

Recruitment team

• Email : [email protected]