ID 1787 - Associate Infrastructure Engineer (EUC)

The UK wide Civil Service Digital Data and Technology (DDaT) profession consists of people who work in a digital, data or technology specialist role. They design, build, and run government digital services. They are responsible for the way we find, access and use data and for the technology infrastructure which support those services. There are currently about 25,000 people working in the Profession.
The DDaT profession in the Welsh Government supports a range of digital services across the whole organisation. As part of our DDaT profession, you will be a key part of the Centralised Technology Service team and will make a significant and direct contribution for the people of Wales., Technical / Operational Delivery Responsibilities
+ Coordinate the deployment and provisioning of end user devices, ensuring the delivery, configuration and installation of devices using Microsoft Autopilot and Intune as the delivery mechanisms.
+ Maintain and provide 3rd line support to the Welsh Governments virtual desktop environments to include Citrix desktop as well as Microsoft 365 desktops.
+ Maintain the lifecycle of end user devices, including monitoring device health, conducting regular maintenance, and performing hardware and software upgrades, through Intune configuration profiles and management.
+ Application deployment to be utilised through SCCM and Microsoft Intune in collaboration with Welsh Government in house Application Support team.
+ Implement and enforce security measures to protect end user devices from unauthorized access, data breaches, and malware threats.
+ Stay up to date with industry best practices and regulatory requirements related to device security and compliance.
+ Providing 3rd line support to the IT service team for both production and development areas, providing an escalation point for muti user technical issues.
+ Create and maintain comprehensive documentation, including device configurations, troubleshooting guides, and user manuals.
+ Design and implement standardized device configurations, taking into account hardware, software, and security requirements.
+ Collaborate with cross-functional teams, including IT support, Cyber security, and infrastructure teams, to ensure seamless integration and alignment of end user devices with the overall IT ecosystem.
+ Logging calls within the WG ITSM tool and manage assigned tickets to completion, following standard processes and procedures.
+ Ensure tickets are correctly assigned if unable to resolve at Regional Services level.
+ To maintain a high degree of customer service for all support queries and adhere to all service management principles.
+ Develop trends by monitoring and analysing incoming calls, issues, and support requests.
+ Systematic error analysis and problem recovery
+ Analysing historical data to identify and eliminate potential incidents before they occur.
+ Identifying underlying causes of incidents and preventing recurrences
+ Ensure the KEDB is populated accordingly.
+ Developing workarounds or other solutions to incidents
+ Actively update the Knowledge Database with relevant technical documentation
+ Use the Knowledge Database as a part of Incident/Problem Management process.
+ Always ensure full knowledge of the core WG ICT processes.
+ Contract / Vendor Engagement Responsibilities Technical collaboration and engagement with 3rd parties as applicable
Please note that the DDaT Capability framework mapped role title for the EO grade is: Associate Infrastructure engineer
Working in a team of infrastructure specialists and engineers, an infrastructure engineer supports and maintains infrastructure solutions and services as directed and according to departmental policy.
At this role level, you will:
+ ensure services are delivered and used as required
+ work with and support third parties to provide infrastructure services, We'll assess you against these behaviours during the selection process:
+ Changing and Improving
+ Managing a Quality Service

Technical skills
We'll assess you against these technical skills during the selection process:
+ IT Infrastructure – You can build, configure, administer and support infrastructure technologies and solutions
+ System Design – You can design systems characterised by managed levels of risk, manageable business and technical complexity, and meaningful impact, This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Technical skills.
Welsh Government, like all other Government Departments use Success Profiles when we recruit. For each role we consider what you will need to demonstrate to be successful. This gives us the best possible chance of finding the right person for the job. It raises performance and improves diversity and inclusivity.
The selection process and stages are:

Number of Stages: 2 stage process
Stage 1 Application Form
Stage 2 Interview
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

+ IT infrastructure. (Skill Level: awareness) You can support infrastructure solutions and services, and other computer, storage, networking, physical infrastructure, software, commercial-off-the-shelf software (COTS) and open source packages and solutions. You can support virtual and cloud computing, including Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS).
+ Coding and scripting. (Skill level: awareness). You can show an awareness of the scripting tools and software that are available and currently in use, understand how the internet works (Skill level: awareness)
+ Incident Management. (Skill Level: awareness) You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.
+ Ownership and initiative. (Skill Level: awareness) You can show an awareness of problem resolution processes. You can pass problems on to your team.
+ Problem management. (Level: awareness) You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.
+ Service Focus. (Skill Level: Awareness). You can show an awareness of different products and services.
+ Systems design. (Skill Level: awareness) You can assist as part of a team in the design of components of larger systems.
+ Systems integration. (Level: awareness) You can talk about the process of integrating systems and the challenges of designing, building and testing interfaces between systems.
+ Technical Specialism. (Skill Level: awareness) You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.
+ Technical Understanding. (Skill Level: awareness). You can show an awareness of the relevant subject matter and a high-level understanding of what it involves.
+ Testing. (Skill Level: awareness). You can correctly execute test scripts under supervision and understand the role of testing and how it works
Troubleshooting and problem resolution. (Level: awareness) You can show an awareness of different technology capabilities. You can demonstrate basic troubleshooting capability.

All Welsh Government staff are members of the Civil Service, and as a result are eligible for:
+ Civil Service Pension Scheme
+ 31 days annual leave (pro-rated for part time)
+ training and development opportunities
+ Cycle2Work Scheme
+ Smart Working flexible working arrangement
+ Green Car Scheme (subject to availability)
If you are an active Civil Service Pension member you can continue your membership throughout your employment with us.