Customer Solutions Technician

North Ayrshire Council; Irvine; Hybrid; GBP 30,000 - 32,000; Full time

Job summary

A local government authority in Irvine is seeking an IT Customer Solutions Technician to provide exceptional technical support for customer-facing technologies. This role involves identifying solutions for technical issues, maintaining system accuracy, and repairs on devices. Ideal candidates will have a passion for technology and experience in technical support. This is a temporary full-time position with a hybrid work model.

Qualifications

• Experience in technical support of endpoints or consumer electronics.
• Flexible thinker capable of grasping new technology quickly.
• Ability to create and follow technical documentation.

Responsibilities

• Identify and resolve technical issues with customer technology products.
• Maintain detailed and accurate customer notes in the ITSM system.
• Conduct diagnostic repairs on various technologies.
• Build, configure, and install endpoints for customers.

Skills

Technical support experience

Problem-solving skills

Knowledge of operating systems

Adaptability to change

Tools

ITSM systems

Laptops

Desktops

Smartphones

Tablets

Job description

Location: Cunninghame House Friars Croft Irvine, KA12 8EE

Salary: £30,657.06 - £31,497.48 per year

Contract Type: Temporary

Position Type: Full Time

Hours: 35 hours per week

Work From Home: Hybrid

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.

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