Remote Support Engineer 

Location: National 

Closing Date: 19th November

Interviews: week commencing 1st December

 Grade: HEO 

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

Working pattern: Full Time Part Time Flexible working – Shift Pattern between hours of 7am to 7pm 

National Salary: £35,335-£38,025 (which may include an allowance of up to £2,690)

London Salary: £40,014-£42,859

Number of Vacancies: 2



*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 Remote Support Engineers here at Justice Digital, to be part of our warm and collaborative Remote Support team.

This role aligns against Infrastructure Operations Engineer in the Government Digital and Data Framework
 
The Justice Digital’s Support team is made up of four functions: Specialist, Application, Onsite and Remote and provides Local and Remote 2nd line support excellence that enables our MoJ customers to thrive. 

The team provides 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. 

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 Engineer, 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 accreditation to Microsoft 365 Certified: Enterprise Admin (expert) within 12 months of start date. 

 

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.   

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