Associate Infrastructure Engineer
Job summary
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
Benefits
Alongside your salary of £36,169, Ministry of Housing, Communities and Local Government contributes £10,478 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here.Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.Selection process details
Application and Selection
The application process will be split into 2 stages, testing the following Success Profiles:
Ability , Behaviours , Experience , Technical
Please ensure your CV does not contain any personally identifiable information.
Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.
Stage 1: Sift (CV)
Experience & Technical
In your CV, please include: how you meet the essential skills and experience required
Lead sift question (Technical): This role is responsible for managing incidents and service request, resolving standard request, and escalating more complex issues to specialist teams. Please describe your experience of working in an IT support environment and the steps you have take to deliver an effective support service. (250 words)
In the event that we receive a large number of applications, we may conduct an initial sift using the lead sift question listed in the advert.
Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.
Stage 2: Technical Test
Ability: Candidates who are successful at sift will progress onto Stage 2 to complete a 30-minute technical test. The successful candidates from this stage will be asked to attend interview. Further details will be provided on invitation to the technical test.
Stage 3: Interview
- Behaviours: "Managing a Quality Service", "Delivering at pace", "Changing and Improving", "Communicating and Influencing"
- Experience: Experience questions will be based around the essential skills and criteria as listed in the job description.
- Technical: Technical questions will be based around the essential skills and criteria as listed in the job description.
Sift and Interview Dates
Sifting is envisaged to take place the week commencing 3rd August 2026.
Interviews are envisaged to take place the week commencing 17th August 2026 and are currently being held remotely via videocall. This could be subject to change.
Group 1 Digital & Data Roles
MHCLG has implemented the Digital and Data capability framework for Group 1 roles. Applicants that are successful and have been offered a position will be required to complete a capability assessment after the interview.
MHCLG will honour completed capability assessments for this role from other Government Departments for existing civil servants on level transfer only.Please provide a copy of your capability assessment to the Hiring Manager when applying. If you have any queries on pay, please contact the Hiring Manager.
Each experience or technical skill is assessed between 1-3, representing working towards, at or above the job level requirements. You are awarded a proficiency level accordingly, and you will be given opportunity to annually re assess your capability and potentially increase your overall remuneration, through payment of allowances, depending on level of assessed capability.
Candidates moving from another government department have the option to retain their current basic pay if this is within our pay band for the relevant grade.
Higher Executive Officer Group 1 Digital and Data salary
- The basic pay for this role will be between £39,791 - £44,558 (London), £36,169 - £40,793 (National). Candidates will usually be recruited to the median of the payscale.
- A digital allowance may also be payable depending on the level of assessed capability, in order to meet the MHCLG overall targeted remuneration rate for the specific grade, location and capability rating.
- For applicants in receipt of existing allowances, we will assess each case individually, but we would seek not to exceed the MHCLG overall targeted remuneration rate for the specific grade, location and capability rating for existing civil servants, the usual policy on level transfer and promotion will apply, subject to the statements above.
How We Recruit
Find out everything you need to know before applying here..
- Applying
- Sifting
- Interview
- Interview Results & Feedback
- Reserve List
- Near Miss
- Civil Service Grades
- We are a DCS, RIS & GPTWV employer
- Reasonable Adjustments
How to Apply
What you need to know before applying.
- Security Clearance Requirements
- Civil Service Nationality Requirements
- Right to Work
- Artificial Intelligence
- Civil Service Code and Recruitment Principles
- CV Declaration
- Sponsorships
- Salary and Grade
- Existing Civil Servants
- Conflict of Interest
- Location and Flexible Working
- Fixed Term Contracts
- Internal Fraud Database - Internal Fraud Register
- Appeals and Complaints
- Conflict of Interest
Security Clearance Requirements
National Office: +SC
London Office: +SC
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
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).Apply and further information
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.Contact point for applicants
Job contact :
- Name : Digital Data Jobs
- Email : Digitaldatajobs@communities.gov.uk
Recruitment team
Further information
If you are unsure about any part of the process or require additional information about the post to enable you to progress your application, you should speak to the Resourcing team - Recruitment@communities.gov.uk. Candidates can appeal at any stage of the recruitment process if they believe there has been:•a procedural irregularity
•an infringement of the Civil Service equal opportunities policy
•exceptional circumstances which were not notified to the interview panel which might have affected performance on the day.
It is important to note that these are appeals about the process not the decision. In the first instance, an appeal should be directed to the MHCLG Resourcing Hub at Recruitment@communities.gov.uk.
If the MHCLG Resourcing Hub is unable to satisfactorily resolve your complaint, you may contact put your complaint in writing to the Civil Service Commission, Room G8,1 Horse Guards Road, London, SW1A 2HQ or by email to: info@csc.gov.uk
Salary range
- £36,169 - £39,791 per year