Support Consultant

Support Consultant

Location: Fareham (Hampshire)

Working Pattern: 2 x days (07:00 – 19:15), 2 x nights (19:00 – 07:15), followed by 4 days off. This is a 24/7/365 shift rotation with no flexibility for standard office hours.

Purpose of the Role: This role is part of a dedicated team supporting and maintaining NEC Public Safety solutions, primarily for the Maritime and Coastguard Agency (MCA), while also providing support for other customers as required. The Support Consultant will deliver application and systems support, incident triage, resolution, and proactive maintenance. While the role is primarily based in Fareham, occasional travel to other customer sites may be required.

Security Clearance: You must have the ability to obtain and maintain NPPV3 and SC clearance.

Key Duties & Responsibilities:

· Incident investigation, resolution, and ownership.

· Fault finding and troubleshooting NEC Public Safety’s DSX & Vision product suite at both hardware and software levels.

· Liaising with 3rd line development teams and 3rd party providers.

· Providing technical support to end users and internal teams.

· Performing regular software updates and upgrades either remotely or at customer sites.

· Carry out/manage/own technical changes (RFCs) in line with ITIL processes.

· Assist with Problem Management and Change processes.

· Create, review, and update engineering documentation (workplans, instructions, technical guides).

· Monitor incidents/service requests in accordance with ISO20000-1 processes.

· Ensure incidents are resolved to customer satisfaction and escalate where necessary.

· Maintain accurate records and case notes in support tools.

· Adhere to all company procedures and corporate policies.

Additional Information:

· This is a site-based role in Fareham, with occasional remote work for specific tasks.

· Occasional travel to other customer sites may be required.

· Strong communication skills.

· Ability to prioritise and plan workload.

· Self-motivated and able to work independently or as part of a team.

· Problem-solving mentality.

Essential Qualifications & Experience:

· Proficiency in Microsoft Business Applications (Excel, Word, Outlook).

· Excellent customer service skills.

· Strong troubleshooting and problem-solving experience.

Desirable Qualifications & Experience:

· Microsoft Certification in a related discipline.

· ITIL accreditation.

· Experience with Microsoft Windows 10 and Windows Server up to 2016.

· Working knowledge of MSSQL applications, with ability to construct queries and analyse results.

· Practical experience in TCP/IP network support.

Skills & Attributes:

· Strong communication skills.

· Ability to prioritise and plan workload.

· Self-motivated and able to work independently or as part of a team.

· Problem-solving mentality.

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

• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover  (with the option to increase cover at an additional cost)
• A Group Pension Plan 
• A selection of flexible benefits to suit your individual needs 

OTHER INFORMATION

• 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, references and occupational health 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. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

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.