Asce Technical Specialist

3 weeks ago

London, United Kingdom NCC Group Full time

Thanks for checking out our job opening; we are excited that YOU are interested in learning more about NCC Group.

We are on a mission to make society a safer and more secure place. Our people are the ones who make that possible; a global community of talented individuals working together towards a safer future.

We aim to create an environment where everyone can reach their full potential. We work together, we are brilliantly creative, we embrace difference, and we want you to join in our mission as ASCE Technical Specialist.

Take a look at our website here to learn more about why we’re one of the leading global Cyber Security and Risk Mitigation business:
The Opportunity

ASCE - the Assurance and Safety Case Environment is the most widely adopted commercial software for the creation and management of safety and assurance cases.

ASCE is used in sectors like nuclear, medical, defence, housing, finance, air traffic control and rail sectors and in critical infrastructure protection. Its client base includes large multinationals as well as government agencies and other leading national and international infrastructure providers.

ASCE is developed and maintained by an internal team. In addition to the tool licences, users are encouraged to contract a set of services including software upgrade, software maintenance and technical support. Alongside with product-related services we provide training courses and consultancy services.

We are recruiting a technical specialist to work within the ASCE team.

The Challenge

The role encompasses a number of technical activities including customer support, licensing and record keeping, software testing, reporting and producing technical documentation.

The responsibilities include managing SLAs, providing customer support and escalating requests according to a predefined hierarchy, product provisioning, internal reporting, user-level testing, support for the launch of new product releases, producing tutorials, user guides and technical documentation, support website updates.

The technical specialist should be equipped with technical and soft skills to effectively complete each task at hand with limited delegation to external staff members.

One of the key aspects of the role is to understand the product life cycle from the user’s perspective and how internal processes, resources and systems fit together to support the different requests.

Due to the different nature of tasks, they should be able to manage their time in a flexible way considering the overall workload and urgency of some requests.

Previous experience of ASCE is not a prerequisite but being a fast learner is essential as the new team member needs to become a proficient ASCE user and quickly develop a good knowledge of the main technical aspects of the product.

The next paragraphs provide an overview of the set of tasks to be performed.- Manage ASCE support cases - screen all incoming cases, verify that user is under a support contract, analyse the category and priority, then either resolve the ticket directly or put it on hold and request internal help from another staff member. SLAs should always be met. Report (potential) bugs to the development team.- Maintain support systems - keep all relevant data updated on CRM, licensing system, and ticketing system.- Manage ASCE licences - manage all licence details in the licensing system according to internal (sales or business support teams) or client requests. Verify that request details match contracted terms (number and types of licences, plug-ins, client licence manager, etc.).- Product provisioning - send out product welcome packs containing installation procedures and licence keys. Generate access to the dedicated support website.- Assist with testing and quality assurance - work closely with the development team to conduct testing, identify and report any issues, and ensure the product meets the required quality standards before the release.- Prepare documents and resources - create and organise documentation, such as release notes, user guides, tutorials and FAQs, to provide information about the product features and functionalities.- Maintain the support website - keep contents up to date and enrich the website with new contents (video tutorials, FAQs, News section, etc.). Availability of new product versions trigger a set of changes like providing the link to the software installer, communicating on new features and new system requirements etc.- Maintain internal knowledge base - this is an ASCE network and internal documents used to keep track of internal processes and relevant contents.- Produce statistics on the performance of the service including number and type of requests, response time.- Report on customer feedback and share improvement suggestions with the rest of the ASCE team.

Essential Skills- Background in Information Technology / Information Systems- Emphasis on Microsoft technologies, including Windows platform- Ability to iden

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