Full-Time Support Consultant
NECSWS is hiring a remote Full-Time Support Consultant. The career level for this job opening is Experienced and is accepting United Kingdom based applicants remotely. Read complete job description before applying.
NECSWS
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*Due to strict security clearance requirements, regrettably we can only consider applicants that have lived in the UK for 5 consecutive years or more*
The role will be working within a newly formed 2nd line support team, with responsibility for resolving incidents raised by customers, via the NEC SWS Service Desk, and Portal, for bio-metric products such as Neoface Watch.
You will be joining a wider support family across many NEC SWS Public Safety products, who all have strong technical backgrounds whether they have come from former roles in development, end user support or software implementation disciplines.
About the role:
- Provide software application support;
- Undertake customer implementations when required;
- Perform customer training;
- 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 SWS 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 issues within a biometric solution
- 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 and support within an ISO 9001/ISO 20000 accredited environment
- Experience of support Azure Cloud based solutions
- Experience of applications deployed as container images
Exposure to some the following:
- Neoface Watch;
- Camera technologies;
- Client/Server environments;
- Networks;
- APIs;
- Virtual Machines;
- Software Licensing;
- Unix/Linux;
- Scripting;
- Redhat;
- Database Structures;
- SQL;
- Oracle;
- Terraform;
- Helm;
- Docker;
- Kubernetes.
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 both in and outside of the UK;
- Ability to contribute and participate in identification of permanent fixes;
- Exhibit empathy and patience during interactions with customers
- Flexibility to work on other NEC products as required