Starting Salary £37,224 per annum, with opportunity for progression to £42,096

Thanet District Council is undergoing an exciting Transformation Programme, focusing on streamlining our processes and enhancing the customer experience. We are seeking a dedicated and experienced Technology Support Engineer who is passionate about technology and delivering exceptional customer service.

An outline of the key responsibilities, skills and experience is given below, however please refer to the job description for the full list of required attributes.

Job Purpose:
As a Technology Support Engineer, you will be the first point of contact for our staff and councillors, providing outstanding technical support across a wide range of devices and systems. Your detailed knowledge and problem-solving skills will be crucial in ensuring the smooth operation of our technology infrastructure, contributing directly to the efficiency and effectiveness of council services. You will play a key role in supporting the implementation of new technologies and identifying opportunities for service improvement.

Key Responsibilities:
-Provide efficient and effective multi-channel support to diagnose and resolve technology and system issues for council staff and councillors
-Deliver front-line, customer-facing support for all end-user devices and systems, ensuring a positive experience
-Assist with the specification, setup, securing, deployment, and ongoing support of all end-user technology
-Maintain accurate and up-to-date technical documentation for internal and customer use on our knowledge base
-Contribute to technology refresh projects across the council, ensuring seamless transitions
-Collaborate with relevant teams and stakeholders to ensure recovery actions align with incident response and business continuity plans
-Mentor and coach colleagues to enhance their understanding of the technology in place
-Identify potential improvements and promote the adoption of new technologies and working methods to enhance efficiency and service quality
-Evaluate new devices and software to inform future technology decisions
-Accurately update and maintain asset information within the Configuration -Management Database (CMDB) and asset register.
-Assist with the corporate refresh of end-user technology
-Create, configure, manage permissions, and remove user accounts on council systems
-Undertake other duties as may be reasonably required, commensurate with the nature and grade of the post

Skills and Experience:
-Proven ability to diagnose and successfully resolve complex ICT faults and problems across a variety of devices and systems
-A methodical and logical approach to problem-solving, even under pressure
-Excellent customer service and interpersonal skills
-Self-motivation and the ability to work independently with minimal supervision
-Strong communication and networking skills, with the ability to liaise effectively with third-party vendors.
-Excellent written and verbal communication skills with a strong customer focus
-Proven experience of clearly and persuasively communicating complex technical issues
-In-depth experience in diagnosing and resolving faults with PCs, Laptops, -Tablets, Mobile Devices, Chrome Devices, Printers, and Telephony systems
-Demonstrated experience of effective teamwork and successful delivery of objectives
-A proven track record of effectively managing conflicting priorities
-Significant experience working in a technical support customer-facing environment

Thanet is a great place to live and work...
Our historic seaside towns of Ramsgate, Margate and Broadstairs and surrounding villages are rich in heritage and opportunity. With 19 miles of stunning coastline, our beautiful Blue Flag beaches, the internationally renowned Turner Contemporary, and the UK’s only Royal Harbour are all just a short train ride from central London thanks to the high-speed rail link. Our proximity to the port of Dover and the Eurotunnel at Folkestone mean Europe is literally on our doorstep too.

All of this, combined with a flexible approach to how we work makes it an exciting time to join Thanet District Council. We have set our sights high. We want our residents to enjoy the highest quality services. We want to ensure that by listening to local people, working in active partnership and doing things in an innovative way, we can accelerate improvement to meet the challenges ahead.

Due to the nature of this role, this post requires a standard DBS check.

For more information about this post please contact Daniel.Evans@thanet.gov.uk