Digital Support Technician
Department for Transport
Apply before 11:55 pm on Tuesday 1st October 2024
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Information Technology
Operational Delivery
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About the job
Job summary
We recognise the challenges that people with protected characteristics may experience on the job market and in their career progression. We are fully committed to being an inclusive employer and ensuring equal opportunities. We are keen to make our workforce as diverse as possible, and we hope to attract applications from underrepresented groups, including ethnic minorities, people with a disability, and people with gender diverse identities.
Have you got the enthusiasm and drive to work collaboratively with colleagues and stakeholders, delivering quality at pace?
Do you enjoy variety and flexibility in your work, with the ability to adapt to your task priorities?
Are you confident solving problems and finding solutions using your skills and knowledge in digital technologies?
If so, then we would love for you to apply!
Job description
The IT team is responsible for providing essential IT services to the AAIB and its hybrid workforce. It sits within the wider Business Support team. We are looking for an enthusiastic and proactive person to join us.
As the digital support technician, you will play a central role in our IT team, logging and analysing day-to-day digital incidents and service requests from across the AAIB. You will often be the first point of contact for our staff and external colleagues, and with the support of our team, you will be able to triage requests, offering your expertise and guidance to resolve each task.
You will need to be an effective communicator, with excellent customer service skills and have a forward-thinking attitude when prioritising tasks and dealing with conflicting priorities.
You will work in a small team who are responsible for the day-to-day maintenance of all AAIB IT, communication and Audio-Visual systems. In addition, you will manage the installation, patching and feature updates for our Windows 10/11 operating systems and Microsoft 365 suite as well as other business applications and ensure Apple mobile phone compliance.
We’ll help you to reach your full potential, offering rewarding and challenging opportunities, alongside access to the latest training and technologies. You’ll be joining an organisation at the forefront of aviation safety, supporting the delivery of high-quality investigations into air accidents and serious incidents.
Responsibilities Include, but not limited to:
- Processing digital incidents and requests: supporting users across AAIB (based at home, in the office or mobile workers) with a range of issues including 2nd line IT diagnostics and troubleshooting across a range of hardware and software (including Cloud-based apps), across multiple platforms including laptops and smartphones. Ensuring all digital incidents and service requests for services and changes are actioned, resolved or escalated in accordance with agreed service levels.
- Onsite office support: assist with setting up and support of onsite events. Assisting with local, onsite workstation issues and office-based service problems. Includes technical support of audio-visual kit, printers, network infrastructure.
- Incident response: assist with the response and resolution of major issues as they occur.
- Monitoring service performance: creating information dashboards & reporting, ensuring established work processes are followed and identifying opportunities for service improvement.
For an in-depth insight into the role please refer to the Role Profile.
Person specification
To be successful in this post we are looking for:
- A confident, proactive individual, with a keen interest in digital technology.
- You will be customer focused with a strong commitment to service delivery.
- An enthusiastic problem solver with excellent trouble-shooting skills.
- You will be an effective team worker with a collaborative approach to build and maintain relationships with colleagues and customers at all levels.
- You will have the organisation skills to allow you to manage your own time, workload, and priorities effectively.
Additional Information
Due to the nature of AAIB operations, the successful candidate will be exposed to information and material including imagery (video and photographs) which may be distressing. They may also be required to speak with potentially traumatised accident victims, bereaved family members and witnesses, and it is essential that you take these requirements into consideration before applying for the role.
Applicants will be required to participate in a wellbeing and traumatic stress risk review in advance of their recruitment interview. This risk review is not a formal assessment and will not decide whether you progress to interview. The risk review will include a short questionnaire which is followed up by a telephone conversation with a psychologist. Potential applicants are welcome to contact the AAIB for further information (contact details below).
In line with DfT policy a minimum of 60% of your working time should be spent at the AAIB office, and the role requires the position holder to be on-call and available out-of-hours on a rota basis except whilst on annual leave or by mutual agreement with your line manager. Allowances will be paid for the on-call and out-of-hours requirements once fully trained.
There is the expectation that staff should be able to travel to AAIB headquarters within approximately one hour as required.
This role is full-time only. Any requests to work flexibly will be considered based on the operational needs of the team.
The successful candidate will be based in the AAIB offices in Aldershot, Hampshire. The AAIB’s site is in a semi-rural area and is not served by public transport, however, there is secure free parking and bicycle storage on site.
Licences
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Working Together
- Delivering at Pace
- Making Effective Decisions
Benefits
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.
Find out more about what it's like working at the Department for Transport
Things you need to know
Selection process details
As part of the application process, you will be asked to complete a CV and personal statement (1000 words). Further details around what this will entail are listed on the application form.
Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
When considering applying please look at how your experience relates to the role, and within your CV and Personal Statement please provide detailed evidence of your experience of the following:
- Identified and registered an incident, gathered the required information, and where you have allocated this information through the appropriate channels.
- Investigating problems in systems, applications or processes and explaining resolution to a non-technical audience.
- Good organisational skills, experience in working in a fast-paced environment with the ability to manage own time and priorities effectively.
- Took ownership of an issue and where you have taken a logical approach to resolve it
The sift is due to take place from 2nd October 2024
Interviews/assessments are likely to be held w/c 21st October 2024
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
The selection process will be designed specifically for the role. As a result, your assessment will include:
- An interview.
Applicants will be required to participate in a wellbeing and traumatic stress risk review in advance of their recruitment interview.
This interview could be conducted online via Teams or face to face at one of our offices. Further details will be provided to you should you be selected for interview.
You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.
The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
For further information on Success Profiles visit our Careers website.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.
If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Document Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.
Further Information
For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.
Pre-employment Checking
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
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).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Eileen Collins
- Email : Recruitment@aaib.gov.uk
Recruitment team
- Email : dftrecruitment.grs@cabinetoffice.gov.uk
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here
