Technical Support Consultant

Purpose of the Role:
This role provides technical support and contributes to assurance across Control Room Support. It covers incidents, problems, changes, technical administration, work planning, work instructions, knowledge and solution documentation for customers in the UK and internationally. The role works across 2nd-line Support, Change Delivery and Technical Assurance, contributes to technical approaches, and supports quality, consistency, service integrity and better ways of working, including opportunities for automation and scripting.
Technical Consultants may be required to provide technical input during major incidents, supporting investigation, recovery and the engineer leading restoration. They may lead or take hands-on action where appropriate. They contribute to technical problem investigations and evidence gathering, work with the Problem Management function to progress assigned actions, and support root-cause analysis. They also create, review and maintain change work plans, work instructions and supporting technical knowledge, identifying gaps, risks and unclear steps and raising them with functional team leaders and management where appropriate.
This role will work across all Control Room Support functions in different capacities. This may include direct incident resolution, technical assurance, change delivery, technical administration, work planning or developing new documentation, knowledge and ways of working. Work may be completed remotely or, where required, on-site.
Security Clearance: You must have the ability to obtain and maintain NPPV3 and SC security clearance.
Maintaining the required security clearances is a mandatory requirement of this role. If at any point the required clearances cannot be obtained or maintained, this may impact your eligibility to continue in the role and could lead to termination of employment where no suitable alternative position is available.
Key Duties & Responsibilities:
· Technical support and assurance: Provide technical support across Control Room Support, contributing to sound technical approaches, resolving issues within the role’s area of knowledge and supporting quality, consistency and service integrity. Seek additional authority or specialist input where needed.
· Major Incident support: When required, provide technical input on incident bridges, support assessment of the situation and recovery options, and assist the engineer carrying out restoration. Lead or take a hands-on role where appropriate and involve additional technical specialists when needed.
· Problem investigations & RCA: Contribute to technical analysis and evidence gathering, work with the Problem Management function and senior technical colleagues to define
and progress assigned technical actions, and support root-cause analysis and corrective work.
· Change review: Peer-review change work plans and supporting technical material, including prerequisites, risks, back-out, test and validation steps, work instructions and knowledge. Identify gaps, risks and unclear steps, provide feedback and recommendations, and raise them with functional team leaders and management where appropriate. Support change execution where needed in line with NEC’s Change Management process.
· Documentation, knowledge and work planning: Create, review and maintain work plans, work instructions, technical notes, knowledge base entries and solution design documentation, including diagrams, in approved repositories. Develop new documentation, knowledge and ways of working where gaps are identified.
· Early project engagement: Provide service‑readiness and operability input prior to handover to support; attend design/review forums; highlight risks and gaps; ensure a smooth transition to BAU.
· Development & product triage: Progress defects and technical queries with Development; provide clear supporting information and validate fixes or patches as required; contribute to product and roadmap forums and identify potential impacts to service.
· Continuous improvement and colleague development: Identify recurring issues, contribute to improvements in technical methods and controls, and recommend opportunities to automate or script repeatable work. Share knowledge, provide practical guidance and coaching, and spend time supporting colleagues to build their technical knowledge, confidence and capability.
· Security remediation: Support teams across Control Room Support to assess and progress technical vulnerability remediation and actions arising from security remediation plans. Contribute to the technical approach, complete assigned work and raise risks, blockers or decisions with functional team leaders and management where appropriate.
· Stakeholder collaboration: Work effectively with Client Services Managers (CSMs), Project/Delivery Managers, Architects, Security, and approved suppliers; join customer working sessions when needed to clarify scope and agree actions for changes/problems.
· Governance, quality & compliance: Maintain high standards in documentation, reviews and technical deliverables; ensure work aligns with ITIL-aligned practices and supports ISO20000-1 ways of working; participate in CAB and technical reviews when delegated.
· Administrative & corporate: Complete weekly timesheets and mandatory training; adhere to NEC corporate policies and standards; deliver excellent customer service at all times.
· Hybrid, remote, or on‑site working may be required depending on assignment.
· Travel to customer sites may be required.
· A valid UK driving licence is required.
Essential Qualifications & Experience:
· Proven experience in technical support or operations across incident, problem and change processes within an ITIL-aligned environment.
· Strong working knowledge in at least one NEC Public Safety product or solution area, or an equivalent complex enterprise solution, with the ability to learn adjacent products and technologies as needed.
· Experience reviewing change work plans and supporting the delivery of changes in controlled production environments.
· Strong documentation and diagramming skills; able to maintain clear solution artefacts in central repositories.
· Clear communication skills, with the ability to explain technical information to non-technical audiences and work effectively under pressure.
Desirable Qualifications & Experience:
· Experience supporting major incident response and contributing to root-cause analysis with cross-functional teams.
· Certifications (e.g., ITIL 4 Foundation/Managing Professional, Microsoft/Azure, networking/security).
· Experience with automation/scripting (e.g., PowerShell) or observability/monitoring platforms.
· Experience working in public safety/emergency services environments.
Skills & Attributes:
· Strong analytical, diagnostic, critical thinking, and systems‑thinking skills, with a methodical approach to problem‑solving in high‑pressure environments.
· Excellent communication skills, able to articulate technical situations clearly and collaborate effectively with colleagues, customers, and stakeholders in a calm and professional manner.
· Ability to provide clear technical guidance within their area of knowledge, recognise when further support is needed and consistently produce high-quality work.
· Highly organised and detail‑oriented, with a commitment to producing clear documentation and maintaining technical accuracy.
· Proactive and adaptable, able to assess complex situations quickly, determine appropriate actions and involve others where needed.
· Strong collaborative mindset, working effectively across technical, operational and delivery teams, sharing knowledge openly and taking an active role in helping colleagues develop.

Employment type
Full-time

Work arrangement
No