Associate Infrastructure Engineer - Ministry of Housing, Communities and Local Government - HEO

Location

Bristol, Darlington, London, Manchester, Wolverhampton

About the job

Job summary

We are MHCLG   

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people's lives.

Whether it's through the homes we live in, the work of our local councils, or the communities we're all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you're thinking of joining us, there's never been a more exciting time.

We are looking for a motivated and proactive individual with an interest in Microsoft 365 services, including Entra ID and Intune. As an Associate Infrastructure Engineer, you will be part of an established digital team responsible for managing incidents, service requests and operational support across the Microsoft 365 estate. You will work closely with senior engineers, supporting their day-to-day activities while developing your own technical expertise under their guidance. The role will focus on providing effective second line support, including investigating and resolving incidents, managing escalations, and working through standard service requests (e.g app packaging, SSO). 

This role offers the opportunity to develop practical experience across identity, access and device management, while building an understanding of information security principles and the controls used to protect enterprise systems. You will be comfortable working within a support environment, managing incidents and service requests through a ticketing system, and recognising when issues require escalation. Strong communication and teamwork skills are essential, alongside a willingness to learn and develop your technical knowledge across identity, access and device management services.

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog.  Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.

Job description

As an Associate Infrastructure Engineer, you'll:

• Act as a 2nd line support contact for Microsoft 365 services, managing incidents and service requests in line with agreed service levels
• Monitor and actively manage incident and service request queues, ensuring new tickets are reviewed, triaged and progressed within agreed SLAs
• Investigate, troubleshoot and resolve technical issues including identity and access management activities, escalating more complex incidents and requests to appropriate teams or colleagues where required, while maintaining ownership through to resolution
• Support application packaging, deployment and device management activities across the Microsoft 365 estate 
• Maintain accurate records within the ticketing system and communicate clearly with users and stakeholders, explaining technical issues in plain English and providing regular progress updates 
• Contribute to problem management activities by identifying recurring issues, supporting root cause analysis and supporting longer-term improvements 
• Create and maintain knowledge articles, technical documentation and team procedures to support knowledge sharing and continual service improvement
• Maintain and develop technical knowledge across Microsoft 365, Microsoft Entra ID, Microsoft Intune and related technologies

Person specification

As an Associate Infrastructure Engineer, you'll have:

• Experience working at this level, or a recognised IT Qualification relevant to this position
• Experience working with Microsoft Entra ID and Microsoft Intune
• Experience using a ticket management system (ServiceNow is highly desirable)
• Ability to take ownership of your work, delivering to agreed service levels and standards whilst keeping customers informed throughout the process
• Ability to use your own initiative, prioritise competing demands and work to deadlines with limited supervision
• Knowledge of incident, problem and change management processes, with the ability to document work accurately and effectively
• Knowledge of supporting a range of operating systems and devices, including Windows 11 and iOS, together with an awareness of Zero Trust security principles and the role of identity, device compliance and access controls in protecting systems and data 
• Excellent written and verbal communication skills, with the ability to explain technical information to a diverse range of users