Support Consultant

About this role

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 We pride ourselves in offering an excellent benefits package, including an above average pension scheme.