Remote Support Engineer (12 Month FTA)(ref: 1432)

The RoleWere recruiting for a Remote Support Engineer here at Justice Digital, to be part of our warm and collaborative Technology Services Delivery team. This role aligns against Infrastructure Operations Engineer from the Government Digital and Data Framework. 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:The Remote Support team provides 2nd line support, for circa 110,000 MOJ IT users. The aim of the team is to provide an effective and efficient service that allows staff to have their issues and requests dealt with in a quick and seamless manner. The team provides support between the hours of 07:00 19:00 Monday Friday. This is undertaken in a shift pattern, with the potential for some out of hours work. As a Remote Support Engineers, you will be responsible for owning and ensuring the speedy resolve of second line service requests and incidents for IT users, this will involve: Proactively managing, coordinating and prioritising tasks to resolve technical incidents and service requests. Contacting and liaising with the end users when necessary and providing excellent customer service. Working in partnership with other IT areas to fix technical problems including liaising and escalating to 3rd line support, whilst always ensuring excellent partnership working. Provide guidance on suitable technical workarounds that enables users to operate whilst a permanent resolution is being provisioned. Ensure the delivery of programme/project and transition work. Document and update IT support and knowledge management materials Meeting your performance and quality objectives to ensure that the success of the overall team key performance indicators, targets and quality controls measures are met. Contributing towards the maintenance of Knowledge Base Articles Completing a training roadmap, in which you will achieve the following accreditation within 12 months of start date: AZ-900 Microsoft Azure FundamentalsMS-900 Microsoft 365 FundamentalsSC-900 Microsoft Security, Compliance, and Identity FundamentalsMS-700 Managing Microsoft Teams Must achieve AZ900, MS900 certifications within 8 weeks in order to access tooling for the job, if not already held. There will be an occasional requirement to travel to a variety of sites for meetings, and for developing and maintaining your understanding of the needs of the business and the users. The scope of skills will change over time as new technologies are introduced or retired.