Overview
Technician Customer Support | 9040 | Permanent Contract | 37 hours per week | £31,537 - £33,699 per annum | Scale G | Norwich, Norfolk
Norfolk County Council is the main local authority for Norfolk providing services county wide to Norfolk residents. We take a lead in critical policy areas, and we work in partnership with local businesses, voluntary organisations and other local authorities to provide the people of Norfolk with excellent services.
This role sits within our Digital Services - Field Operations Team, which provides 2nd line support to our customers and we are seeking to appoint a highly motivated and flexible individual to join our busy Field Operations service.
Responsibilities
* The role involves a high level of customer contact as Digital Services (DS) Field Operations is the customer facing point of contact providing 2nd line technical support for operational systems maintenance, resolving customer problems to provide secure, stable and reliable services, and assists with projects to introduce new or improved services for user incidents and service requests.
* Investigate and resolve issues in a methodical and efficient manner, as well as assist staff in obtaining the maximum potential of the ICT systems.
* Work independently and as part of a team, utilising enterprise ICT management tools to effectively manage and maintain the ICT desktop estate and resolve incidents remotely.
* Demonstrate proven experience delivering 2nd line support in a busy ICT environment with experience of using an ICT Management system.
* Desirable: Experience of SCCM (current branch), VMWare AirWatch, Intune, Office 365, Windows 11, Android and iOS.
* Maintain excellent customer service skills and develop effective working relationships with a range of customers from different services and DS colleagues in a pressurised environment.
* Full UK Driving Licence required as the role involves travel to other sites not accessible by public transport (as required).
* Work patterns include a mix of in-office workshop duties and tech deck, site visits for installation/support and project work, and remote/home-based remote support as part of Smarter Working plans, with good broadband connectivity.
Qualifications and Skills
* Experience delivering 2nd line ICT support in a busy environment with familiarity with ICT management systems.
* Ability to work independently and as part of a team; strong problem-solving and customer service skills.
* Flexible approach to travel and working patterns as described above.
Benefits
* Competitive salary
* Generous holiday entitlement
* Health and wellbeing services including fast-track physiotherapy and a free counselling service
* Flexible working opportunities including flexi-time, part time, remote and hybrid working dependant on role and business need
* Financial benefits such as Norfolk Rewards discounts, Blue Light card for eligible workers, relocation expenses where applicable, travel expense advances, Local Government Pension Scheme with employer contributions, and other pension and bike schemes
* Access to tax-efficient car lease scheme for greener travel (where eligible)
Before you apply, we recommend reading the full Job Description and Person Specification to help you demonstrate you meet the criteria. You can also find information on our Terms and Conditions here.
Already a Norfolk County Council employee? See and apply for internal and external vacancies in myOracle using your @norfolk.gov.uk or @nccal.ac.uk email.
Redeployment closing date: 9th October 2025 at 23:59
All other applicants closing date: 16th October 2025 at 23:59
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