Support Consultant

NEC Software Solutions; Nottingham; On-site; GBP 35,000 - 42,000; Full time

Benefits offered by this job

Private Medical Healthcare

Pension Scheme

Life Assurance

25 Days Holiday

Wellness

Retail & Lifestyle Discounts

Flexible Working

Continued Learning

CycleScheme

Job summary

NEC Software Solutions in Nottingham is seeking a robust 2nd line software application support engineer for the CONNECT Police software. You will join a technically strong team, owning incident investigations, reproducing defects in internal test environments, and documenting effective workarounds.

You will work within ITIL-aligned processes, adhere to SLAs, and collaborate with other NEC teams and 3rd parties. Occasional on-call duties may apply as part of the service desk rota.

Qualifications

• Experience in IT service management or similar support role.
• Experience investigating data issues within relational databases.
• Experience with structured process-driven environments.
• Experience with complex bespoke software applications in support/Dev/QA roles.
• Ability to check log files and restart services on Windows and UNIX Solaris.

Responsibilities

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

Skills

SQL

ITIL

Communication

Problem solving

Analytical thinking

Empathy

Tools

SQL

Oracle

Java

JavaScript

.NET

ActiveMQ

Windows Server

Unix Solaris

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
• 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

Benefits

• Private Medical Healthcare
• Pension Scheme
• Life Assurance
• 25 Days Holiday
• Wellness
• Retail & Lifestyle Discounts
• Flexible Working
• Continued Learning
• CycleScheme

Experience of using an IT Service Management tool or similarExperience of investigating data related issues within a relational databaseExperience of working within a structured process driven environmentExperience of working with complex bespoke software applications either in a Support, Development or QA roleAbility to check log files and restart services on a number of operating systems including Microsoft Windows and UNIX SolarisUnderstand principles of software development within an ISO 9001/ISO 20000 accredited environmentCapability to generate and manipulate SQL scripts used to query and manage database contentITIL Foundation certificateHTMLActive MQUNIX Solaris servers environmentsMicrosoft .netOracleJavaJavascriptEnsembleMicrosoft Windows Servers environmentsJetnexusExposure to the following:SQLExcellent oral and written communication skillsSelf-motivated and persistent with a desire to learn and enjoys helping peopleCapability to multi-task and balance complex customer and internal prioritiesProactive and forward thinking to stop incidents occurringWilling to challenge and improve existing processes and practicesAbility to contribute and participate in identification of permanent fixesExhibit empathy and patience during interactions with customersWilling to travel (when required) to customer sitesCapable of communicating to technical and non technical staff unambiguously at all levels with respect to support callsDemonstrate solid analytical and lateral thinking skills