Technician Customer Support (9040)

Technician Customer Support | 9040 | Permanent Contract | 37 hours per week | £31,537 - £33,699 per annum | Scale G | Norwich

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.

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.

The role requires that you to investigate and resolve issues in a methodical and efficient manner, as well as assisting staff in obtaining the maximum potential of the ICT systems.

You will need to have the ability to work independently and as part of a team, utilising enterprise ICT management tools in order effectively manage and maintain the ICT desktop estate and resolving incidents remotely. Proven Experience of delivering 2nd line support in a busy ICT Environment with experience of using an ICT Management system is essential. Experience of SCCM (current branch), VMWare AirWatch, Intune, Office 365, Windows11, Android and iOS is desirable. 

You must have excellent customer service skills and the ability to develop effective working relationships with a range of customers from different services and DS colleagues in a pressurised environment.

You must have a Full UK Driving Licence as this role requires you to travel to other sites not accessible on public transport routes (as required).

We work in three different ways for this role (In the office to conduct Workshop duties and tech deck, visits to sites around Norfolk for Installation/support and project work and from home to conduct remote support) as part of our Smarter Working plans and to support the health and safety of all our colleagues. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

We want our people to be inspired and motivated to work well together, make the most of our work spaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

If you would like an informal conversation regarding the role please contact Jenny Chappell at jenny.k.chappell@norfolk.gov.uk

These are some benefits you can enjoy by working for Norfolk County Council:

• 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 your job role and business need. 
• Financial benefits such as:
• ‘Norfolk Rewards’ our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.   
• A Blue Light card for Fire Service and Social Care Workers
• Relocation expenses (where applicable)
• An advance of your expenses if you travel for work
• Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants’ pensions.
• Tax efficient ways of getting extra pension and new bikes
• Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)
• A payment if you refer someone you know to a hard to fill job

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.

We would like to make you aware that priority consideration for this post may be given to current employees who are at risk due to restructure within the organisation or are in a redeployment position.  

Redeployment closing date: 9th October 2025 at 23:59

All other applicants closing date: 16th October 2025 at 23:59