80478 - Mobile Engineer

£37,174 - £40,403
12 Months
Please note: Some of our MoJ Office locations, such as our Liverpool Justice Collaboration Centre, require higher levels of National Security Vetting. The MoJ is working to open more Justice Collaboration Centres and Justice Satellite Offices over time. Click here to learn more about where our currently open Justice Collaboration Centres and Justice Satellite Offices are, to identify where you may be based and understand National Security Vetting requirements of each location.
Full Time, Part Time, Part Time/Job Share, Flexible Working

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Grade: HEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer) 

*We are currently offering hybrid working which includes 2 days per week in your local office. Office locations can be found HERE

The Role

We’re recruiting for a Mobile Support Engineer here at Justice Digital, to be part of our warm and collaborative Mobile Support team. 

The Digital and Technology Specialist Mobile Support team consists of Mobile Support Specialists providing an inclusive experience to the MoJ user community. Delivering deployment of essential mobile equipment alongside technical support, expertise, and knowledge sharing. We are focused on excellent customer service and ensuring MoJ staff can be effective in their roles and meet their operational requirements. 

The team undertakes mobile hardware provision to strict timescales, manages enrolment processes and provides advice, guidance and support, managing mobile incidents to successful resolution. 

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025 

Key Responsibilities:

The Mobile Engineer has the knowledge and expertise to provide end to end support to all users of Mobile Technology.  They will be able to deliver excellent customer service and complete work to tight deadlines. 

  • Incident Management - Communicating with individual users to manage and resolve complex mobile incidents and enquiries within set Service Level Agreements (SLA). Incident Management will be managed via Service Now.
  • Manage the overall deployment of Mobile Technology in your business area, this will include Mobile handsets, tablets and Mobile Broadband devices (MiFI). You will manage the end-to-end fulfilment of mobile requests, ensuring that the technology is delivered to the end user rapidly and that the asset is appropriately registered and configured for use.
  • Ensure that the details of the hardware and network connections are recorded and controlled within appropriate asset registers. Seek innovative ways to streamline processes
  • Service analysis and reporting - ensuring KPI service and operational level agreements are maintained and producing regular analytical reports on team performance and mobile assets for the business areas that you will be responsible for.
  • Supplier relations - working closely with a small number of large key mobile suppliers to attend Service review meetings and to forward forecast hardware stock requirements
  • Work flexibly within the team to support and contribute to the aims, objectives and performance of Mobile team priorities and occasionally be required to cover the regular responsibilities of other team members including the Head of Mobile Support.
  • Manage EO Mobile Support analysts providing them with the support, guidance and training to deploy mobile technology and provide incident management to end-users.
  • Lead on mobile deployment and refresh projects, liaising with Suppliers, budget holders and senior relationship managers to ensure project objectives are met within budget and timeframes.
  • Infrequent weekend working may sometimes be required to accommodate operational needs.

Person Specification 

  • Experienced in providing 2nd line IT support and onsite support in a large organisation.
  • Able to work under pressure, effectively managing and prioritising work.
  • Asset and configuration management. You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.
  • Continual service improvement. Actively engage in improvement activities and spot obvious deficiencies to ultimately improve the experience for Users of mobile technology, showing an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes.
  • Incident management & request fulfilment. You can identify and register incidents and requests, gathering the required information and allocating it to the appropriate channel. Undertake deployment of mobile technology and manage incidents involving mobile hardware and applications.
  • Ownership and initiative. You can own and manage an issue or problem until a new owner has been found or the problem has been mitigated or resolved.
  • Service management framework knowledge. You have an appreciation or qualification in ITIL foundation. Preferably ITIL 4.
  • Technical understanding. You can show an awareness of the relevant subject matter and a high-level understanding of what it involves. Technical skills and experience to include:
    • Experience of iOS software, functions and features, including iOS features for assistive technology users
    • Knowledge and experience of Mobile Device Management Platform (MDM), such as InTune and the enrolment and management of iOS devices within a MDM.
    • Experience working in resolving tickets and reporting with a ticketing system such as ServiceNow.
    • Support experience of business applications, MS Outlook, Win10, Office productivity suites, MS Teams, OneDrive, and SharePoint.
  • User focus. You can identify and engage with users or stakeholders to understand and effectively articulate user needs. You possess good communication, presentation skills and have patience and a passion for helping people 

**Willingness to be assessed against  the requirements for SC clearance** 

We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor. 

Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.


  • 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
  • We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
  • 10% dedicated time to learning and development with a budget of £1000 a year per person
  • Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
  • 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
  • Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
  • Wellbeing support including access to the Calm app.
  • Nurturing professional and interpersonal networks including those for Careers & Childcare, Gender Equality, PROUD and SPIRIT
  • Bike loans up to £2500 and secure bike parking (subject to availability and location)
  • Season ticket loans, childcare vouchers and eye-care vouchers.
  • 5 days volunteering paid leave.
  • Free membership to BCS, the Chartered Institute for IT.
  • Some offices may have a subsidised onsite Gym. 

How to Apply 

Candidates must submit CV and Statement of Suitability (of up to 750 words) which describes how you meet the requirements set out in the Person Specification above. 

In Justice Digital, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process: 

  • Delivering at pace
  • Communicating and Influencing
  • Managing a quality service 

Your application will be reviewed against the Person Specification above by a diverse panel. 

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference. 


Should you be unsuccessful in the role that you have applied for, but demonstrated the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and potentially offer you the position without the need for a further application. 

A reserve list may be held for a period of up to 12 months from which further appointments may be made.

Terms & Conditions

Please review our Terms & Conditions which set out the way we recruit and provide further information related to the role and salary arrangements. 

If you have any questions please feel free to contact recruitment@digital.justice.gov.uk

02/11/2023, 23:55 hours.

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com Please quote the job reference - 80478.
Security Clearance (SC)

To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why. 

For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

If you do not meet the above requirements, you may still be considered if, for example:

  • You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
  • You were studying abroad
  • You were living overseas with parents

In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance

We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.

Application form stage assessments

Interview stage assessments

There is 1 interview stage for this vacancy.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

For further information and to apply for this position please see the following link: https://www.jobtrain.co.uk/justicedigital/Job/JobDetail?JobId=94.

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) https://www.gov.uk/settled-status-eu-citizens-families

· 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) https://www.gov.uk/government/publications/nationality-rules

This Vacancy is closed to applications.