Customer Solutions Technician - NAY15864

www.findapprenticeship.service.gov.uk - Jobboard; Saanich; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

A local government authority is seeking an IT Customer Solutions Technician for a 24-month temporary position. You will be the first point of contact for technical support, resolving issues with customer-facing technologies and ensuring a great IT customer experience. Candidates should have technical proficiency with various devices and prior experience in support. This role offers flexible working arrangements, emphasizing the importance of customer satisfaction.

Qualifications

• Technical support experience with consumer electronics.
• Knowledge of support processes for various devices.
• Ability to quickly learn new technologies.

Responsibilities

• Resolve technical issues with customer-facing technologies.
• Maintain accurate customer notes in the ITSM system.
• Complete diagnostic repairs on various technology devices.
• Install and configure endpoints for customers.

Skills

Technical support

Problem-solving

Customer service

Technical proficiency with devices

Tools

ITSM system

Various technologies (smartphones, laptops, desktops)

Job description

Job Summary

Temporary for 24 months. This is a re-advertisement of NAY15721, previous applicants need not re-apply as they will not be considered.

We may conduct our interviews in person or using Microsoft Teams for video calling. All you need is a device with a camera and access to the internet. We will provide guidance and instructions on how to use this method if your interview is being held virtually.
We are a disability confident leader and we support reasonable adjustments throughout the recruitment process - for more information click important-information-for-applicants (north-ayrshire.gov.uk)

IT Services is currently seeking an IT Customer Solutions Technician. Our team places a strong emphasis on putting customers at the heart of our operations. As the first point of contact for technical support, your responsibilities will include resolving technical issues with the council's customer-facing technologies, ensuring an exceptional IT customer experience. If you enjoy working with people and have a passion for and experience in technology, this role is ideal for you. You should have technical proficiency with laptops, desktops, tablets, and mobile phones, a solid understanding of operating systems, and prior experience with application installations. Additionally, you should be keen to acquire new technical skills and fully immerse yourself in the council’s technology journey. Here's what you'll be responsible for: • Identifying and providing solutions to common issues related to customer technology products, employing creative problem-solving techniques as part of our customer journey. • Maintaining detailed and accurate customer notes in the ITSM system. • Conducting diagnostic repairs on various technologies, such as smartphones, laptops and desktops • Building, configuring, and installing endpoints for customers. • Participating in the development and testing of new programs and projects. Experience: • Experience in technical support of endpoints, and/or consumer electronics • Knowledge of support processes and devices (laptops, cell phones, tablets, etc.) • Flexible thinker capable of grasping new technology, processes and procedures quickly • Ability to create and follow technical documentation • Adaptable to change. For more details see the attached Role Profile below. Before you apply, find out a little bit about us and why we are a Great Place to Work.

Staff Values & Behaviours

North Ayrshire Council uses behavioural based approach throughout the recruitment process. Our staff values of Focus, Passion & Inspiration will be explored for this vacancy.

Further information on our Staff Values and how to complete behaviour based application form questions is available on the Staff values and behaviours (north-ayrshire.gov.uk).

Additional Information

References

For your information if this post requires references you will be notified of further details if you are successful in gaining an interview. Not providing relevant references when requested may delay the outcome of the interview process.

Level 1 Disclosure

Preferred candidates will be required to undergo a Level 1 Disclosure check, prior to a formal offer of employment being made by North Ayrshire Council. Please note: Successful candidates will be expected to meet the cost of the Level 1 Disclosure Check of £25 which will be deducted from your wages following the commencement of employment. For further information on the Disclosure Scheme please visit https://www.mygov.scot/organisations/disclosure-scotland/. For further details on North Ayrshire Council’s policy please visit Pre-employment checks (north-ayrshire.gov.uk).

Our Workstyles

As an employer of choice, North Ayrshire Council has identified four different Workstyles. Each post in the council has been allocated one of these styles:

Agile – 100% of time spent working agile (flexibly) and interacting with others. Able to work at home, office or multiple locations. May be required to attend office on set days/rota basis as the role requires.

This post has been allocated the workstyle: Agile

More information on our workstyles can be found in our HR Guide - Workstyles (north-ayrshire.gov.uk). . If you have any questions on the allocated Workstyle for this post, please ask at interview.