Overview

The role is based in or around West London and supports a bespoke Control Room solution. The position is 37.5 hours per week (7.5 hours per day with a 1 hour lunch). Work is remote with 2–3 days per week on customer sites in London (Wimbledon and Stratford areas). The candidate must be able to obtain NPPV3 & SC clearance to perform the work. The engineer should be self-motivated, able to work effectively on their own or as part of a growing team in a customer-facing environment, and know when to escalate for timely resolution due to the critical nature of the systems.

Note: No agency applications please.

Responsibilities

• Incident investigation, resolution, and ownership
• Liaising with 3rd line development teams
• Providing technical support to end users
• Providing technical support and liaison with 3rd parties as required
• General housekeeping and maintenance tasks
• Performing regular software updates and upgrades remotely or at customer sites
• Carry out/manage/own technical changes (RFCs) remotely or at customer sites
• Assist with Problem Management and Change processes
• Adhere to company procedures in line with policy
• Follow ITIL, ISO20000-1 processes where applicable
• Deliver excellent customer service at all times

Additional Information about the Role

• 1st/2nd line application and systems support
• Monitor allocated customer incidents/service requests per ISO20000-1 processes
• Initial support and classification of calls
• Incident investigation and diagnosis (where possible)
• Monitor open incidents, identify workarounds, and raise problem records when applicable
• Keep affected users informed about progress
• Ensure incidents are resolved to customer satisfaction and escalate if necessary
• Quality check on data and codes in incident notes
• Log incidents in the support tool for third parties and provide/receive updates as required
• Complete timesheets weekly
• Complete mandatory training as per NEC Group Policy
• Align to all corporate policies

Qualifications

• Microsoft Certification in a related discipline
• ITIL accreditation
• Experience: minimum 5+ years in systems and Windows products
• Experience with SQL: ability to construct queries and analyse results
• Experience working for a third-party service delivery organization
• Strong problem solving and communication skills

Employment Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting