2nd Line Support Engineer

Job Description - ICT Engineer

ACTIVE SC CLEARANCE

UKHSA's generic job description is BELOW for reference.

Key skills are around Intune and desktop management support, as they are rolling out desktops and laptops.

There is a two week training' period where engineers will get up to speed with UKHSA's processes and induction.

UKHSA have stated the candidate must:

Be comfortable working in scientific labs.

Manage BAU support tasks independently.

Have previous 2nd line support experience.

Attend site daily.

Our contracted hours are . There have been requests to start earlier - ie 08:30 - this is at the individual's discretion.

We have requested details from UKHSA on the induction and training provided and risk assessment information. I will pass that on when received.

Whilst we don't have a complete list of criteria, we are aware that people cannot enter a laboratory if they have been taking antibiotics in the last 8 weeks or pregnant. We are also advised that entry will only be when a lab is idle and has been sanitised.

JOB SUMMARY

ICT Engineers will provide both technical and non-technical expertise in the development and operation of ICT support to end users including senior lab managers and staff within Customer. The role holder will be part of a national 2nd Line Support team and will be a key contact for incidents and requests. They will provide Customer staff with the support, guidance, and advice to allow them to work on the Customer network without disruption. They will also support the Lead and Senior Engineers in any system implementations or incidents as directed.

Communication and key working relationships

Internal

• Other local engineers at all levels
• Colleagues in the ICT Department
• Customers within customer at all levels including senior lab managers/staff/scientists

External

• Relevant suppliers of hardware, software and services
• Maintenance organisations
• External customers as appropriate and as directed by line manager.

MAIN DUTIES AND RESPONSIBILITIES

• Assist the Senior Engineers in providing a high quality of customer service and support that will ensure that all Customer staff are able to access Customer ICT services as required, using properly configured and reliable devices.
• Ensure that all Customer users receive a consistent level of support within agreed service levels across geographical locations and directorates.
• Provide technical support and troubleshooting including administration of user accounts, permissions, file shares, and support of Windows OS and MS communication and collaboration tools.
• Provide technical support and troubleshooting including setting up and assisting with network connectivity both in and outside labs.
• Provide technical support and troubleshooting assistance for software installation including specialist lab software, licensing, backup, and assurance.
• Work closely with teams across ICT to reduce manual intervention for repetitive tasks and to ensure that processes are both clear and adopted.
• Working with ITIL processes including Request, Incident, Change, and Problem Management.
• Ensuring compliance with Customer ICT Security Policies.
• Conduct other work as directed by line management in accordance with departmental standards and policies.
• At times will work with colleagues in a remote product or virtual teams on specific areas to support the business need

Other

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by the directorate.