Support Consultant

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

*Due to strict security clearance requirements, regrettably we can only consider applicants that have lived in the UK for 5 consecutive years or more*

The role will be working within a newly formed 2nd line support team, with responsibility for resolving incidents raised by customers, via the NEC SWS Service Desk, and Portal, for bio-metric products such as Neoface Watch.

You will be joining a wider support family across many NEC SWS Public Safety products, who all have strong technical backgrounds whether they have come from former roles in development, end user support or software implementation disciplines.

About the role: 

• Provide software application support;
• Undertake customer implementations when required;
• Perform customer training;
• 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 SWS 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 issues within a biometric solution
• 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 and support within an ISO 9001/ISO 20000 accredited environment
• Experience of support Azure Cloud based solutions
• Experience of applications deployed as container images

Exposure to some the following:

• Neoface Watch;
• Camera technologies;
• Client/Server environments;
• Networks;
• APIs;
• Virtual Machines;
• Software Licensing;
• Unix/Linux;
• Scripting;
• Redhat;
• Database Structures;
• SQL;
• Oracle;
• Terraform;
• Helm;
• Docker;
• Kubernetes. 

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 both in and outside of the UK;
• Ability to contribute and participate in identification of permanent fixes;
• Exhibit empathy and patience during interactions with customers
• Flexibility to work on other NEC products as required

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 up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. 

OTHER INFORMATION

• 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. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.