Technical Support Engineer

On behalf of the Cabinet Office, we are looking for a 1st and 2nd Line Technical Support Engineer (Inside IR35) for a 3 Month contract based onsite in LONDON.

An active SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. (Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.)

The Role

The Enterprise Services Team is part of Cabinet Office Digital based in the Cabinet Office. It provides, maintains and supports the IT services (hosted and public cloud IT infrastructure, telephony, network security, Internet connectivity, local area networks, WiFi, end-user devices, cloud capability and full software portfolio) relied upon by the entire Cabinet Office.

This is an exciting opportunity to be part of the Portfolio Delivery team, to lead key infrastructure-related projects to transform our internal services. The Delivery team uses a hybrid of Agile and Waterfall methods to apply the best approach to delivery projects successfully.

This role is a unique role and as a Technical Support Engineer you will support a variety of medium and large projects in close collaboration with the Delivery Managers and Senior Technical Engineers to plan and deliver smaller projects. You will support the Delivery Operations Managers on office relocation/setups working alongside Cabinet Office Estates and Government Property Agency championing CO Digital values and delivering at pace on a variety of critical projects.

We currently support over 15,000 users across a range of sites based nationwide with periodical travel to our regional sites with some overnight stays to assist with office relocations and other wider projects. Due to the service we provide this is an office based role working from our London office (5 days a week).

Main responsibilities

As a Technical Support Engineer you will be:
. Supporting the delivery of small, medium and large projects and managing smaller projects and transitioning into Live Service
. Building Windows and Mac OS laptops, Android and Apple Mobile Phones, creating login accounts, scheduling deployments, delivering remote and classroom training and supporting users. This includes installing active infrastructure components (eg Switches, Routers) and the network connectivity skills required to present IT services to an end users desktop
. Working in a fast paced environment managing rapid delivery of business unit moves for high profile stakeholders working alongside a variety of multi-disciplined teams which requires discretion and confidentiality. This will include surveying of office space, decommissioning IT from vacated buildings and installing IT in new locations from infrastructure/cabling, through to Audio Visual and Video Conferencing (AV/VC) equipment, printing and desktop devices.
. A good understanding of standard IT technologies and have a strong desire to deliver high quality service
. Able to understand and identify problems, analyse and help identify appropriate solutions, taking ownership of problems and proactively resolve technical issues, ensuring you meet business requirements by troubleshooting and diagnosing or escalating faults as appropriate
. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams via the Delivery Operations Managers.
. Production and accurate maintenance of documentation is essential to the success of the team and sharing knowledge is encouraged to ensure the team is able to fulfil its objectives.

Skills and Experience

A combination of service provision and change management knowledge, as a Technical Engineer you must have:
. Proven experience building and supporting the following devices Windows, MacBook, Android phones and other Apple devices and direct experience in device management applications such as Active Directory, Microsoft System Center Configuration Manager (SCCM), Apple's Management Framework (JAMF) and Airwatch (Workspace ONE)
. Able to demonstrate skills and experience installing active Infrastructure components (eg Switches, Routers) and the network connectivity skills required to present the IT services to an end users desktop
. Able to support AV/VC including troubleshooting and managing fault resolutions
. Able to demonstrate good customer service and relationship management, can identify stakeholder needs based on evidence using a range of communications skills
. Exposure working in a project environment and experience working in deskside support delivering Deskside IT Installation
. Proven ability to work on own initiative as well as part of a team and demonstrate ability to share/transfer knowledge within a team by updating and creating new guidance and provide support until projects are transitioned to Live Service
. Able to demonstrate proactively taking ownership of problems and the ability to solve complex logical faults to resolution

Please be aware that this role can only be worked within the UK and not Overseas.

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".