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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.
Job Responsibility:
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
Ability to obtain and maintain NPPV3 and SC clearance
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
What we offer:
25 days paid holiday with the option to buy/sell (FTE)
4 x basic salary life assurance cover (with the option to increase cover at an additional cost)
A Group Pension Plan
A selection of flexible benefits to suit your individual needs