IT Engineer
Salary:£31,514
Mitie Care & Custody (C&C) is driven by a bold vision: to establish HMP Millsike as a place of restoration and rehabilitation, where prisoners can unlock their full potential and make meaningful, positive changes in their lives. We are excited by the opportunity Millsike presents: a blank canvas on which we can paint a bright future for our prisoners. Our mission is clear: to create an environment that empowers, inspires, and supports individuals to re-enter society with hope, purpose, and a life plan. To achieve this, we will set a culture of rehabilitation and restoration underpinned by integrity and high expectations. Prisoners will experience a dramatic shift from traditional prison environments. Millsike will be a vibrant, bustling community, teeming with industry, activity and opportunities for personal growth. Above all, we will ensure our approach offers a deep sense of safety/respect, through a supportive, uplifting environment, that helps prisoners to see their potential and that unlocks a brighter future for all.
Job objectives and responsibilities
The Prison IT Engineer role involves supporting IT technology across the establishment. This position requires working on a prison site five days per week, supporting local requests and projects, maintaining hardware, and resolving technical problems for prisoner and staff IT systems. Collaboration with suppliers is essential.
As second line support (2LS), you will troubleshoot or escalate issues promptly, ensuring clear and effective communication throughout the support cycle. You will provide end-user assistance until issues are resolved, using tools such as Microsoft 365, Microsoft Teams, and Service Now for request and case management. Supervised engagement with prisoners may be required. Additionally, you will perform first-hand repairs to servers, switches, and data points around the prison site.
While previous custodial experience is beneficial, it is not mandatory.
Person Specification
Candidates should have 1-3 years of experience in a technical support or IT helpdesk role, with practical experience in troubleshooting and resolving complex technical issues.
The right candidate will possess in-depth knowledge of operating systems, networking concepts, hardware troubleshooting, and software support. They should be adept at managing user accounts, network access, and permissions, as well as configuring and administering various devices and systems.
Strong communication skills are essential for effectively interacting with both non-technical users and higher-level technical teams. Candidates should also demonstrate strong problem-solving abilities, multitasking, and teamwork skills.
A customer-centric mindset is crucial. Candidates should have experience in providing technical assistance to customers or end-users, handling escalated issues, and maintaining a high level of customer satisfaction.
As a business, Mitie Care & Custody is committed to diversity and inclusion and we would welcome applications from a wide range of backgrounds including veterans, those looking for a career change, and people who have experience in social care or a learning environment. Full training will be given where applicable, and we would encourage anyone who might be thinking about a role in a secure establishment to get in touch.
Our purpose: our expertise, care, technology, and insight create amazing work environments, helping our customers be exceptional every day.
Our promise to our people: a place to work where you can thrive and be your best every day.
Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Our culture - our core values and how we behave:
We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.
We go the extra mile: whether its keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers, and keeping our promises is in our DNA.
Our diversity makes us stronger: we are immensely proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.