Support Consultant

Who you are

• 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
• 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

What the job involves

• 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
• 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

Benefits

• Private Medical Healthcare
• Pension Scheme
• Life Assurance
• 25 Days Holiday
• Wellness
• Retail & Lifestyle Discounts
• Flexible Working
• Continued Learning
• CycleScheme