Support Consultant - On Site

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Support Consultant

Location: Fareham (Hampshire)

Working Pattern: 2 x days (07:00 – 19:15), 2 x nights (19:00 – 07:15), followed by 4 days off. This is a 24/7/365 shift rotation with no flexibility for standard office hours.

Purpose of the Role: This role is part of a dedicated team supporting and maintaining NEC Public Safety solutions, primarily for the Maritime and Coastguard Agency (MCA), while also providing support for other customers as required. The Support Consultant will deliver application and systems support, incident triage, resolution, and proactive maintenance. While the role is primarily based in Fareham, occasional travel to other customer sites may be required.

Security Clearance: You must have the ability to obtain and maintain NPPV3 and SC clearance.

Additional Information

- This is a site-based role in Fareham, with occasional remote work for specific tasks.
- Occasional travel to other customer sites may be required.
- Strong communication skills.
- Ability to prioritise and plan workload.
- Self-motivated and able to work independently or as part of a team.
- Problem-solving mentality.

Skills & Attributes

- Strong communication skills.
- Ability to prioritise and plan workload.
- Self-motivated and able to work independently or as part of a team.
- Problem-solving mentality.

Responsibilities

Incident investigation, resolution, and ownership.; Fault finding and troubleshooting NEC Public Safety’s DSX & Vision product suite at both hardware and software levels.; Liaising with 3rd line development teams and 3rd party providers.; Providing technical support to end users and internal teams.; Performing regular software updates and upgrades either remotely or at customer sites.; Carry out/manage/own technical changes (RFCs) in line with ITIL processes.; Assist with Problem Management and Change processes.; Create, review, and update engineering documentation (workplans, instructions, technical guides).; Monitor incidents/service requests in accordance with ISO20000-1 processes.; Ensure incidents are resolved to customer satisfaction and escalate where necessary.; Maintain accurate records and case notes in support tools.; Adhere to all company procedures and corporate policies.

Requirements

Proficiency in Microsoft Business Applications (Excel, Word, Outlook).; Excellent customer service skills.; Strong troubleshooting and problem-solving experience.

Nice to have

Microsoft Certification in a related discipline.; ITIL accreditation.; Experience with Microsoft Windows 10 and Windows Server up to 2016.; Working knowledge of MSSQL applications, with ability to construct queries and analyse results.; Practical experience in TCP/IP network support.