Support Consultant

2 weeks ago

Kingston upon Hull, United Kingdom NECSWS Full time

Company Description

Come join us and make a difference in the world

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

**Job Description**:
The purpose of this role is to contribute to the achievement of the Service Management Policy by assisting in the provision of a first class, customer focussed, Support facility to external customers, to ensure the operational system capability of NEC’s Support Contract customers via the provision of technical advice, fault resolution and support in line with the appropriate Service Level Agreements.

The role does not have any line management responsibility, although all Support Engineers contribute to the on the job aspects of the training and development of other Support personnel.

Key Duties:

- Ensuring all assigned calls are progressed and updated, in accordance with the relevant Service Level Agreements, the customer is informed of any updates, and calls are escalated to the Application Support Manager if required and as appropriate.- Building and maintaining good relationships with customer contacts, to include attendance at Customer Service Reviews and the provision of Monthly Server Health Checks.
- Creation and maintenance of a Customer documentation and provision of training to other Support personnel on the intricacies of customer architecture.
- Provision of telephone advice and remote diagnostic help and support, on a 24/7 basis, to customers and 3rd party suppliers across the NEC Support customer and product base, both in the UK and internationally.
- Provision of on-site support (usually during business hours but out of hours if required) to customers and 3rd party suppliers across the NEC Support customer and product base, both in the UK and internationally.
- Provision of an Out of Hours support and fault resolution service to UK and international customers and 3rd party suppliers for all issues designated as being operationally Critical or Major in nature.
- Provision of assistance to other internal departments to investigate ongoing customer issues.
- Providing support to the Service Desk to ensure calls are logged and actioned, with no impact to customer satisfaction.
- Liaise with 3rd Party suppliers to obtain call updates and ensure that service targets are being met, escalating any issues in this respect as appropriate.
- Developing and maintaining a knowledge of NEC’s proprietary software and configuration tools
- Developing and maintaining standard diagnostic procedures to identify faults and their root causes
- Developing, updating, and maintaining an extensive detailed Knowledge Base
- Identification, provision, and documentation of workarounds for issues, where possible
- Own, update and manage the problem management register contained within the chosen Service management tool.
- Visit customer sites to perform advanced diagnostic when required
- In liaison with the Service Delivery Team identify and document deployment issues
- Attendance at Defect Control Board meetings when there are items arising
- Participation on the ‘Out of hours’ rota to provide support to customers on a 24/7/365 Basis
- To operate in accordance with all departmental and business procedures

**Qualifications**:
We have a highly experienced Application Support team, and we’re all about growth and development But there are a few skills will need you to already have so you can hit the ground running in this role:

- Windows Desktop support experience from Windows 7 through to Windows 10
- Windows Server support experience from Windows Server 2012 Through to 2019
- Ability to troubleshoot hardware as well as software
- Good technical understanding of TCP/IP as well as UDP
- Basic knowledge of other networking protocols (HTTP, SIP, RTP, VOIP, NTP, RTSP)
- Basic knowledge of Active Directory
- Basic Microsoft SQL Server Skills
- Basic knowledge of routers, switches and firewalls
- Good time management skills, the ability to self-motivate and work independently
- Logical problem solving skills with an ability to think laterally
- Full UK Driving License

We know not everyone has experience with everything, which is why we live and work in a culture of developing and learning from each other. If you have any of the below skills that’s great

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