About the job

Job summary

Are you an experienced IT professional who enjoys working as part of a team to deliver successful outcomes?

Do you enjoy taking on projects?

If so, then we want to hear from you!

2nd Line Support Engineers are responsible for providing 1st/2nd Line incident handling via telephone and/or desktop visit for all SFO staff, resolving where possible during the initial call using remote takeover and other toolsets. This will typically be desktop faults and queries related to use of standard Microsoft products such as Windows 10 and Office 2016.

You will be responsible for recording requests for and completion of small projects (typically Move Add Change), ensuring appropriate authorisation criteria are met and assigning to appropriate team members.

You will provide feedback to customers, both for individual queries and major incidents. Ensuring that all calls via email, telephone and Axios Assyst are responded to and resolved within SLA whilst organisational security requirements are adhered to.

Job description

As a 2nd Line Support Engineer, you will be responsible for:

• Providing support for desktop, laptop systems, peripherals and mobile devices.
• Building both desktops, laptops and mobile devices.
• Ensuring that the contract meets and where possible exceeds its customer service level agreements.
• Providing on-site support cover/project work during service hours, in co-operation with other support staff and in accordance with duty rotas.
• Resolving system and application faults on desktop, laptop and smart device equipment in line with Service Desk SLA’s

For more information about the role and for a full list of key responsibilities, please see attached Job Pack.

Person specification

See above and attached Job Pack.

Benefits

Alongside your salary of £30,147, Serious Fraud Office contributes £8,140 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

Application stage

As part of the application process you will be required to provide:

• A personal statement of no more than 500 words that explains how your skills and experience meet the following essential experience criteria as listed in the job pack. 
  • Previous experience as part of an IT ServiceDesk team supporting Microsoft desktop and active directory including Windows 10 and Office 2016
• A supporting CV with details of your previous job history and qualifications.

It will not be possible to provide feedback to applicants who are unsuccessful at the application stage.

Interview stage

Behaviours and essential and desirable experience as outlined in the job pack will be tested at interview. 

Full details of the interview process will be made available to shortlisted candidates in the invite to interview.

Sift to take place from 6 February 2024.

Interviews are expected to take place w/c 19 February 2024.

All dates are indicative and subject to change.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.