Support Consultant

• Come join us and make a difference in the world!
• Discover more at www.necsws.com
• 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.

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
• 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.