Infrastructure Engineer

HM Revenue & Customs; Newcastle upon Tyne; Hybrid; GBP 37,000; Full time

Job description

Bristol, Edinburgh, Manchester, Newcastle-upon-Tyne, Telford, Worthing

Job Summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world. For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.

HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations.

This is an exciting time to join an organisation that probably doesn’t work how you’d imagine a government organisation would. Our blog tells you a bit more about what we do and how we do it here.

We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a team of outstanding people who will create and run these new and improved technology services.

Our role is within Chief Digital & Information Group (CDIO), we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.

We focus on our people, with clearly defined career pathways that are rewarding, fulfilling and achievable. We have flexible ways of working to help everyone manage their own work/life balance. And we’re creating an authentically diverse and inclusive workplace where everyone feels able to bring their whole self to work.

HMRC is a customer centric organisation which puts customer requirements at the forefront of everything we do.

Job Description

This vacancy sits within HMRC’s Chief Digital & Information Office (CDIO) who set the technology direction for HMRC and deliver the high-level design for all IT solutions. CDIO is responsible for building and running HMRC IT services along with providing IT change and operational support.

The Platform Support team within Service Central & Technical Services (SC&TS) deliver enterprise tooling and associated infrastructure on behalf of CDIO. SC&TS are accountable for the support, management and development of platforms, tools and infrastructure including ServiceNow, Snow and AWS/Azure. Our focus is on ensuring consistent, excellent Customer Experience.

Now is an exciting time to join us as we optimise user experience and build capability across our organisation. We deliver reliable, secure, and supportable solutions to around 76,000 of our colleagues across HMRC and play a critical part in ensuring that HMRC is both efficient and effective.

We work with hardworking, upbeat people who grow with the challenge of delivering transformation on a huge scale, and who have hands-on experience of driving through both technical and business changes. The team works in a demanding environment, supporting a large, complex estate and includes experienced Infrastructure Engineers, Technical Analysts/Developers, and an Agile Delivery Management function. Knowledge is openly shared, and solutions are driven as a team.

Person specification

This Will Involve

1. Ensuring services are integrated, delivered, and operated as required including the use of real time monitoring to proactively address service impacting issues.
2. Working with and supporting third parties in providing infrastructure services.
3. Working with technical architects to translate architectural designs into operations.
4. Providing input into technology roadmaps, projects and tasks.
5. Working as part of specialist teams and reporting to the Senior Infrastructure Engineer to build, managing, support and maintain solutions according to departmental policy.
6. Covering operational support hours between 08:00 and 18:00 and out of hours on call between 18:00 and 08:00 (weekdays) and 24 hours during weekends and bank holidays.

As a Platform Support Engineer you will have the following responsibilities within your role:

1. Knowledge and/or experience of supporting different operating systems such as Windows Server and Linux/Unix.
2. Understanding of physical, virtual & Cloud based infrastructure (AWS/Azure).
3. Good working knowledge of LAN/WAN connectivity, network ports, protocols, connectivity testing/troubleshooting.
4. Understanding of Scripting languages such as Javascript & Powershell.
5. Awareness of automation technologies such as Terraform and Ansible.
6. An understanding of the importance of integrating multiple systems and how this can enhance value.
7. Good working understanding of IT architecture, infrastructure, and cloud services.
8. Awareness of technologies such as REST and SOAP APIs.
9. An understanding of IT Service Management.
10. Backup, storage technologies & Disaster Recovery solutions.
11. Experience of managing and maintaining cloud (AWS/Azure)/hybrid infrastructure.
12. Successful candidates will be subject to Security Clearance Checks (SC), as this is a key requirement of the role, unless SC Clearance is already held and valid.
13. Awareness of Security controls and Information security.

Essential Criteria

1. Experience of supporting key live services & delivering high quality technical service to end users.
2. Experience of providing out of hours, on call support for services.
3. Technical skills and awareness of hardware and software, operating system and application, end user devices and servers that enable the support of critical live services.
4. Producing and understanding technical documentation such as Technical guides and Solution Design Documents.
5. Creating clear and concise communications, using appropriate language understood by technical and non-technical stakeholders, to ensure expectations are agreed and managed.
6. Experience of delivering change within a large organisation and complex technical landscape.

Desirable Criteria

1. Demonstratable Experience & Understanding of ServiceNow platform.
2. Demonstratable Experience & Understanding SNOW and/or Flexera.
3. Expertise in infrastructure as code (IaC) using tools like Terraform and Ansible You.
4. Working in or with an agile delivery model.
5. Awareness of ITIL service management framework, ideally with a minimum of an ITIL Foundation qualification.

Alongside your salary of £36,320, HM Revenue and Customs contributes £10,521 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

How To Apply

As part of the application process, you will be asked to provide the following:

1. A name-blind CV including your job history, qualifications and previous experiences which will be scored against the experience required outlined in the advert.
2. A 500-word personal statement. Your personal statement should be used to describe how your skills and experience would be suitable for the advertised role, referring to the essential criteria & responsibilities of the role.

Please evidence any Desirable Criteria where applicable (up to 250 words max). This is not mandatory for the role but may be considered by the vacancy holder where candidates have the same score at interview.

Further details around what this will entail are listed on the application form.

We acknowledge that AI can assist you in your application. Find our guidelines here.

Sift

At sift, your CV and personal statement will be assessed, with the successful candidates being invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, your experience will be assessed, and you will be asked questions that let you demonstrate your experience and skills relevant to the role.

Interviews will take place virtually. Sift and interview dates to be confirmed.

Eligibility

Please Take Extra Care To Tick The Correct Boxes In The Eligibility Sections Of Your Application Form. We Understand Mistakes Sometimes Happen But If You Contact Us Later Than Two Working Days (Monday-Friday) Before The Vacancy Closes, We Will Not Be Able To Reopen Your Application For You. If You Do Make a Mistake With Your Eligibility Form, Please Contact Us Via
[e-mail] – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – 399166 & vacancy closing date 24/04/2025.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

Merit List

After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should:

1. Contact the UBS Recruitment team via [e-mail] as soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Additional Security Information

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

Important information for existing HMRC contractual homeworkers

This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.

Terms and Conditions

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

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.

People working with government assets must complete baseline personnel security standard 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)
• 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.

Working for the Civil Service

The Civil Service Code 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.

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.

This vacancy is part of the Great Place to Work for Veterans initiative.

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 : Bhoppy Thiara
• Email : [e-mail]
• Telephone : [phone]

Recruitment team

• Email : [e-mail]

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.

In the first instance, you should raise the matter directly via [e-mail]. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.