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.

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

Responsibilities

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.

Requirements

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