Support Consultant

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

The role will be working within a mature 2nd line support team, with responsibility for resolving incidents raised by customers, via the NEC Service Desk, for the CONNECT Police software.

You will be joining a team with strong technical background who formerly had roles in development, end user support and software implementation disciplines.

About the role:

• Provide software application support;
• Own and undertake the investigation of complex application incidents;
• Recreate scenarios on internal test environments to provide evidence of defects;
• Identify and document workarounds;
• Work within contractual SLAs;
• Work to ITIL aligned support process procedures;
• Work closely with other NEC Teams and 3rd parties;
• Participate in an Out of Hours on call rota.

Qualifications

KNOWLEDGE, QUALIFICATIONS & EXPERIENCE

• Experience of working with complex bespoke software applications either in a Support, Development or QA role;

• Experience of working within a structured process driven environment;

• Experience of using an IT Service Management tool or similar;

• ITIL Foundation certificate;

• Experience of investigating data related issues within a relational database;

• Capability to generate and manipulate SQL scripts used to query and manage database content;

• Ability to check log files and restart services on a number of operating systems including Microsoft Windows and UNIX Solaris;

• Understand principles of software development within an ISO 9001/ISO 20000 accredited environment

  Exposure to the following:

• Microsoft Windows Servers environments;

• UNIX Solaris servers environments;

• Java;

• Ensemble;

• Microsoft .net;

• SQL;

• Oracle;

• jetnexus;

• Javascript;

• HTML;

• Active MQ

PERSONAL SKILLS AND COMPETENCES

• Self-motivated and persistent with a desire to learn and enjoys helping people;
• Demonstrate solid analytical and lateral thinking skills;
• Capable of communicating to technical and non technical staff unambiguously at all levels with respect to support calls;
• Willing to challenge and improve existing processes and practices;
• Proactive and forward thinking to stop incidents occurring;
• Capability to multi-task and balance complex customer and internal priorities;
• Excellent oral and written communication skills;
• Willing to travel (when required) to customer sites;
• Ability to contribute and participate in identification of permanent fixes;
• Exhibit empathy and patience during interactions with customers

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions
• A selection of flexible benefits to suit your individual needs

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.