IT Hardware Engineer

We're Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central [federal] government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we're passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Why you will love this opportunity as IT Hardware Engineer at Civica

As an IT Hardware Engineer you will be responsible for managing Civica IT hardware, including purchasing, building, supporting, supplying, updating, decommissioning, disposal, and asset management of hardware. You will maintain accurate records of IT assets and provide occasional support to the UK Internal Team. You will also review ticket queues within the ITSM system and provide training and support to less experienced Hardware Team members to ensure progress and improvement.

Responsibilities

Customer service:

Support internal customers via multiple channels, including face to face, to effectively service their needs in line with Civica policies, procedures and expected service levels.

Accuracy:

Maintain accurate records (on the designated systems) of work completed, changes made, customer interactions in line with data protection laws and Civica policies.

Compliance:

Adhere to prevailing Service Management policies, processes, and procedures (e.g. ticket handling policy, incident management, request fulfilment and problem management).

Personal development:

Maintain and develop your customer skills, technical skills and knowledge in line with the relevant Progression Framework objectives agreed with your line manager.

Requirements

Delivering the service

• Record, manage and action customer incidents and service requests.
• The related activities are:
• Receive and process internal requests for support following agreed processes and procedures.
• Action / resolve tickets within agreed SLA.
• Document the work completed.
• Deliver ongoing updates to kit. e.g. refreshing outdated hardware.
• Ability to maintain knowledge documents and asset registers.

Technical competencies:

Understanding of the technical skills relevant to their discipline (device administration and configuration, EUC and Server hardware break/fix, etc)

Strong understanding of Windows, and macOS operating systems.

Essential Technical Competencies

• Microsoft Configuration Manager : Endpoint deployment strategy.

• OS Administration : Device management across operating systems.

• Mobile Device Management (MDM) : Using Microsoft Intune and Autopilot.

• Endpoint Security : Microsoft Defender for Endpoint.

• Identity Management : Microsoft Entra ID.

• Application Management : Deploy and manage applications.

• Policy Management : Device compliance and configuration.

Desirable Technical Competencies

• Co-Management : Integration with Configuration Manager and Intune.

• Cloud Services : Azure Virtual Desktop and Windows 365.

Note : While expertise in all areas is not expected, a strong understanding of the fundamentals and a commitment to continuous learning and improvement in these competencies are essential for the role.

Benefits

Why you'll love working with us

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect

We're all different and we love this about us.

Focus on learning there are heaps of opportunities to enable you to grow and be your best.

Giving culture we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Apply for this job - Become part of something special!

Do you see yourself in this role? If so, then we would love to hear from you

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it.