Support Consultant

NEC Software Solutions; Nottingham; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Private Medical Cover

25 days holiday with buy/sell option

Life assurance 4x salary

Group Pension Plan

Flexible benefits

Job summary

NEC Software Solutions in the United Kingdom seeks a 2nd line software application support specialist for the CONNECT Police software. You will resolve incidents, investigate complex issues, and recreate defect scenarios in internal test environments to provide evidence for fixes.

The role requires ITIL-aligned processes, strong analytical skills and the ability to multi-task while communicating clearly with technical and non-technical staff. Occasional on-call duties may apply.

Qualifications

• Experience with complex bespoke software applications in support, development or QA.
• Experience in a structured process-driven environment.
• Familiarity with IT Service Management tools.
• ITIL Foundation certificate is desirable.
• Experience investigating data issues in relational databases.
• Ability to generate and modify SQL scripts.
• Ability to check log files and restart services on Windows and UNIX Solaris.
• Understanding of ISO 9001/20000 within software environments.

Responsibilities

• Provide software application support.
• Own and investigate complex application incidents.
• Recreate scenarios in internal test environments to prove defects.
• Identify and document workarounds.
• Work within contractual SLAs.
• Adhere to ITIL-aligned processes.
• Collaborate with NEC teams and third parties.
• Participate in an Out of Hours on-call rota.

Skills

ITIL Foundation

Structured process-driven

Service Management tools

SQL investigation

Data issue handling

Log file analysis

Strong communication

Willingness to travel

Education

ITIL Foundation certificate

Tools

Windows Server environments

UNIX Solaris

Java

Ensemble

.NET

SQL

Oracle

jetnexus

Javascript

HTML

Active MQ

Job description

Company Description

Come join us and make a difference in the world!

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

The role will be working within a mature 2nd line support team, with responsibility for resolving incidents raised by customers, via the NEC Service Desk, for the CONNECT Police software.

You will be joining a team with strong technical background who formerly had roles in development, end user support and software implementation disciplines.

About the role:

• Provide software application support;
• Own and undertake the investigation of complex application incidents;
• Recreate scenarios on internal test environments to provide evidence of defects;
• Identify and document workarounds;
• Work within contractual SLAs;
• Work to ITIL aligned support process procedures;
• Work closely with other NEC Teams and 3rd parties;
• Participate in an Out of Hours on call rota.

Qualifications

KNOWLEDGE, QUALIFICATIONS & EXPERIENCE

• Experience of working with complex bespoke software applications either in a Support, Development or QA role;
• Experience of working within a structured process driven environment;
• Experience of using an IT Service Management tool or similar;
• ITIL Foundation certificate;
• Experience of investigating data related issues within a relational database;
• Capability to generate and manipulate SQL scripts used to query and manage database content;
• Ability to check log files and restart services on a number of operating systems including Microsoft Windows and UNIX Solaris;
• Understand principles of software development within an ISO 9001/ISO 20000 accredited environment

Exposure to the following:

• Microsoft Windows Servers environments;
• UNIX Solaris servers environments;
• Java;
• Ensemble;
• Microsoft .net;
• SQL;
• Oracle;
• jetnexus;
• Javascript;
• HTML;
• Active MQ

Personal Skills And Competences

• Self-motivated and persistent with a desire to learn and enjoys helping people;
• Demonstrate solid analytical and lateral thinking skills;
• Capable of communicating to technical and non technical staff unambiguously at all levels with respect to support calls;
• Willing to challenge and improve existing processes and practices;
• Proactive and forward thinking to stop incidents occurring;
• Capability to multi-task and balance complex customer and internal priorities;
• Excellent oral and written communication skills;
• Willing to travel (when required) to customer sites;
• Ability to contribute and participate in identification of permanent fixes;
• Exhibit empathy and patience during interactions with customers

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions
• A selection of flexible benefits to suit your individual needs

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.