Product Support Engineer

Key Duties & Responsibilities:
Investigating, triaging, and resolving incidents, taking ownership through to closure.
Providing technical support directly to customers.
Liaising with NEC development teams and 3rd‑party suppliers where required.
Working with NEC Client Services Managers (CSMs) to ensure clear communication, professional service delivery, and alignment with expectations.
Following Problem Management and Change Management processes when investigating issues or completing actions assigned to the consultant.
Supporting engineering governance and coordination activities linked to incidents, problems, service requests and technical changes.
Assisting with the management and progression of Problem Records and investigations involving development teams.
Using available knowledge articles, support documentation and internal guidance to support first-time fix where possible.
Supporting data collection, reporting and administrative activities associated with service delivery and engineering operations.
Creating, reviewing, and updating engineering documentation, operational procedures, work instructions, technical guides and knowledge articles.
Monitoring and managing incident and service request queues in accordance with ISO20000-1 processes and ITIL-aligned practices.
Capturing accurate information and maintaining detailed case notes in the IT Service Management (ITSM) tool, ensuring actions are recorded and relevant stakeholders are kept informed where required.
Logging tickets with approved third‑party suppliers and managing ongoing updates through to resolution.
Completing weekly timesheets and all mandatory NEC training.
Adhering to NEC corporate policies, standards, and ITIL‑aligned processes.
Delivering excellent customer service at all times.
Essential Qualifications & Experience:
General IT support experience, including Microsoft Windows and common Microsoft applications and services.
Experience in technical support or service delivery roles.
Understanding of ITIL‑aligned Incident Management.
Experience managing support tickets within a service management environment.
Experience working with customers or internal stakeholders to gather information and progress issues.
Ability to follow documented processes and procedures.
Strong troubleshooting and analytical skills.
Excellent communication skills with the ability to work effectively with customers.
Desirable Qualifications & Experience:
ITIL accreditation.
Experience working within an ITSM platform.
Experience maintaining knowledge bases or technical documentation.
Exposure to Incident, Problem or Change Management processes.
Experience working with development teams to progress defect investigations.
Up to 5 years’ experience in similar support roles (but not required).
Skills & Attributes:
Strong communication skills with the ability to explain technical issues clearly.
Ability to prioritise workload and manage time effectively.
Self‑motivated and able to work independently or as part of a wider team.
Customer‑focused mindset with a commitment to quality service.
Methodical problem‑solving mentality.

Employment type
Full-time

Work arrangement
Hybrid