Microsoft 365 Support Engineer

Join us in working together to improve the lives of the people of Scotland

The Information & Technology Services (iTECS) division

Our mission is to support and improve the delivery of public services in Scotland by enabling colleagues in Scottish Government and to make the most of technology and resources and to help them find solutions to their problems.

Right now, our focus is the successful roll out adoption of Microsoft 365 communication and collaboration services across Scottish Government desktop and mobile devices. You will play a valuable role in the rollout, adoption and ongoing support of Microsoft 365 and services including Exchange Online, Intune and Teams Phone.

Looking ahead we are keen to explore additional innovative cloud services which can benefit colleagues in more flexible, hybrid ways of working.

This is a role with rich learning opportunities. You would be joining at an exciting time where we are investing in growing our team and supporting colleagues’ professional development to broaden their skills while increasing their depth of knowledge with the latest technologies.

How will I spend my time ?

• 
  Delivering the Scottish Government’s Microsoft 365 Collaboration and Telephony strategies.
• Providing and supporting both new and legacy technologies, such as Microsoft 365, that enable staff to collaborate and communicate across the public sector and beyond.
• Participate in the investigation of new and innovative technologies to deliver improvements, savings, and efficiencies.
• Delivery of small to large scale solutions for customers
• Providing first-time resolution by troubleshooting and diagnosing or escalating faults (or both) on a range of IT products, devices, and systems.
• Informing customers on progress and advising on workarounds where necessary, as well as the support and maintenance of end user services.
• Working on-site where needed and resolving technical problems as quickly as possible.

No formal qualifications are required for this role. We’d love you to apply if you meet the following essential criteria. If you’d like to chat first please

• Experience in a service delivery role to meet challenging service targets. This will include the ability to work with limited supervision, displaying good judgement, strong planning, and organisational skills to deliver services to align with agreed timescales and wider strategic priorities.
• Good analytical skills with the ability to scrutinise issues and draw conclusions and interpretations from the information available to plan and deliver solutions for customers. This includes being proactive in responding to and anticipating sudden changes to customer needs.
• A commitment to continual service improvement; you will be willing to challenge established practices, using evidence to deliver a better service to our customers. This will include streamlining processes and reducing costs to ensure you can focus on delivering support for new business critical technologies.
• Excellent written and oral communication skills with the ability to communicate and engage with suppliers and people across a range of grades and knowledge, quickly grasping the issues and adapting answers to reflect their intended audience.

• A rewarding role where you grow professionally, have a positive impact (potentially on millions) while enjoying a healthy work-life balance.

  
  Remote Working

  
  We operate a flexible location policy, with a contractual named base in Scotland of Saughton House in Edinburgh.

  
  Currently the team is working on a hybrid basis typically spending 1 day a week in the named base. If preferred, you can of course spend more time working at the base office (or an alternative Scottish Government office subject to availability). Commuting costs to the named base office are not reimbursed

  
  

  While Staff are assigned to the base office, there may be a need for travel to other Scottish Government offices/other locations depending on assigned work.

  
  Benefits

  
  We provide an attractive package with extensive benefits including: -

  • Salary between £29,102 and £31,941
  • £5000 Digital (DDaT) Pay Supplement after a 3-month qualifying period ***
  • Generous Pension Scheme with employer contributions ranging from 26.6% to 30.3%
  • Flexible working arrangements including compressed hours and flexi time, with potential to accrue up to 4 extra days off a month
  • 25 Days Annual Leave (increasing in line with service) plus 11.5 days Public & Privilege holidays
  • Access to a wide range of courses offered by the Scottish Digital Academy, plus opportunities to gain professional memberships and academic qualifications
  • Automatic Membership of the Scottish Government DDaT profession and professional development system

  Hear from colleagues discussing Digital Careers at Scottish Government.

  
  

  Click here to learn more about the full range of benefits you could enjoy.

  
  *** Digital (DDaT) Pay Supplement:

  
  This post attracts a £5000 DDAT pay supplement after a 3 months DDaT competency qualifying period. Pay supplements are temporary payments and are subject to regular review.

Job contact :

Name :
marc.lipscombe@gov.scot
Email :
marc.lipscombe@gov.scot

Recruitment team

Email :
ellis.ridley@gov.scot