About the job

Job summary

This position is  based nationally

Job description

Grade: HEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer) 

Salary: National: £32,827 - £35,678 (which may include an allowance of up to £61) London: £37,174 - £40,403 (which may include an allowance of up to £851) 

Working pattern: Full-time, part-time, flexible working

Contract Type: Permanent 

Vacancy number: 88522 

*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

The Role

We’re recruiting for a Digital support engineer here at Justice Digital, to be part of our warm and collaborative Specialist Support team.  

This role aligns against Infrastructure operations engineer from the Government Digital and Data Framework 

The Digital and Technology Support team provides Local and Remote 2nd line technical support, expertise and knowledge sharing tailored specifically to our customers remotely & onsite. Our personal, customer-centric focus allows the MoJ business to run efficiently and project delivery to happen seamlessly. ​ ​  

The Digital Support team is part of Justice Digital within the Specialist Support function. The team is responsible for providing IT support to approximately 1500 Digital and Technology Staff across several geographically dispersed locations using Mac OS and Win10 devices, Google Workplace and Office 365.

We are responsible for onboarding new starters, setting up and deploying IT devices, hardware and software purchases. 

We also provide support and administer 30+ apps including Slack, Confluence, Jira and Trello used across Digital and Technology. 

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025 

Key Responsibilities:

• Ensure all incidents and requests are resolved within agreed timescales, complex problems are proactively investigated and effectively escalated appropriate teams where necessary.
• Meet performance and quality objectives and key performance indicators.
• Attend site as required to support service and delivery.
• Resolve issues either remotely or via on-site attendance.
• Create and maintain knowledge articles, and processes and review Service Desk guidance, knowledge and first-time fixes regularly to ensure maximum effectiveness.
• Record all work within ServiceNow and provide management information as required.
• Contribute and lead where required on continual service improvements to team's processes and ways of working, flagging enhancements that could bring tangible benefits to the business and our end users.
• Actively review and be aware of new policies that may affect users and flag any issues that could negatively impact the team or user base.
• Ensure incoming support queries via ServiceNow, email and telephone are responded to within the agreed tight timescales.
• Undertake the configuration and deployment of new and existing Mac OS devices within the agreed timescales, managing assets to ensure stock levels are sufficient to meet demand.
• Maintain records of all assets, hardware, peripherals and licenses.
• Have an appreciation for staff with varying levels of IT proficiency and accessibility requirements and ensure communications are considered and appropriate.
• Be available for infrequent weekends and out-of-hours working to support projects and changes to ensure minimal disruption to business operations.
• Detailed understanding and advanced working knowledge of Microsoft Office Products and modern browsers.
• Experience using Jamf for administration and app distribution.
• Experience with setup and configuration of end-user laptop computer hardware, software, phones and peripherals.
• Knowledge of cloud technologies, Google Workspace, Confluence, Jira, and AWS.
• Hands-on problem-solving expertise with Mac OS 12 and above including upgrading or downgrading the OS, software and hardware troubleshooting. 

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply! 

Benefits

• 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 Kings’ 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.
• 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.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym. 

Person Specification 

Essential 

• Experience providing 2nd line IT support
• Asset and configuration management. You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.
• Continual service improvement. You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Service management framework knowledge. You have an appreciation or qualification in ITIL foundation (Information Technology Infrastructure Library).
• Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.
• Technical understanding. You understand core technical concepts related to the role and can apply them with guidance. 
• User focus: You understand users and can identify who they are and what their needs are, based on evidence. You can engage in meaningful interactions and relationships with users. You put users first and can manage competing priorities. 

Willingness to be assessed against  the requirements for SC clearance 

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.

Person specification

Please refer to attached Job

Benefits

Alongside your salary of £32,827, Ministry of Justice contributes £8,896 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

Candidates must submit CV and Personal Statement (of up to 750 words), which describes how you meet the requirements set out below 

• Service management framework knowledge. You have an appreciation or qualification in ITIL foundation (Information Technology Infrastructure Library).
• Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.
• User focus: You understand users and can identify who they are and what their needs are, based on evidence. You can engage in meaningful interactions and relationships with users. You put users first and can manage competing priorities. 

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, Technical Skills and the following Behaviours during the assessment process: 

• Working together   
• Seeing the big picture   
• Managing a quality service 

A diverse panel will review your application against the Person Specification above. 

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference. 

Should we receive a high volume of applications, a pre-sift based on Experience providing 2nd line IT support will be conducted before the sift. 

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.

Terms & Conditions

Please review our Terms & 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 recruitment@digital.justice.gov.uk

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

Security

Successful candidates must undergo a criminal record check. 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.