3rd Line Support Consultant

5 months ago

Hemel Hempstead, United Kingdom Bridge of Hope 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.

This role will be working as a Technical Consultant within the Service Delivery team, where you will:

- To liaise with the product and development teams to schedule and deploy software releases of new products and updated versions of existing products to the Production, UAT and Training environments;
- Manage and update the 3rd Line Health call queue in collaboration with the rest of the team and provide technical expertise in the support of existing Health solutions;
- Awareness of Database Administration tasks for the Health Databases to support the team DBA in DB Maintenance and troubleshooting database issues.
- Ensure team documentation is created and updated to reflect current processes and requirements.
- Understand the contractual commitments in place with NEC SWS customers and ensure incidents/problems are resolved within contracted SLAs.

The role of Technical Consultant is home-based; however, travel may be required throughout the United Kingdom to liaise with the team or customers as required to suit the needs and demands of the products.

As a Technical Consultant, you will contribute to a team-wide process of continual improvement for NEC Software Solutions and in return you will be rewarded with a structured career path.

**Qualifications**

**Essential competencies & experience**
- Experience of managing Windows Server environments.
- Experience of Active Directory
- Experience of IIS and website management.
- Experience of Incident Management systems.
- Familiarity with the use of SQL Server.
- Ability to follow and develop operational procedures.
- Previous customer liaison experience.
- Able to explain concepts clearly and concisely.

**Desirable competencies & experience**
- Experience of Database Administration tasks such as backups and performance monitoring.
- Experience in using XML data and editors to create complex datasets.
- Experience of using PowerShell.
- Experience of Windows Clustering.
- Experience in using Excel or similar tools for manipulating data.
- Technical understanding of Networking fundamentals.
- Ability to translate user requirements into a working solution.
- Experience of the healthcare market.

**Person specification**
- Ability to stay calm under pressure.
- Able to establish credibility with customers.
- Can act with limited supervision within own area of responsibility.
- Have a meticulous eye for detail.
- Ability to document work in a clear and concise manner.
- Able to build working relationships with third party suppliers and NHS Organisations.
- Able to establish good working relationships with onshore and offshore Development and QA Teams.
- Capable of communicating with technical and non-technical staff to translate customer requirements and issues.
- Willing to challenge and improve existing processes and practices.
- Proactive and forward thinking to stop problems occurring.
- Capability to multi-task and balance customer requirements and internal priorities.
- Excellent oral and written communication skills

**Additional Information**

**Employees of NEC Software Services are entitled to the following benefits**:

- Single Private Medical Cover (with the option to select family cover at an additional cost)
- 25 days paid holiday with the option to buy/ sell 5 days
- 4 x basic salary life assurance cover
- A Group Pension Plan with fantastic employer contributions
- A selection of tax efficient flexible benefits to suit your individual needs

I'm interested

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