Support Consultant

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.
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

Employment type
Full-time

Work arrangement
No