OverviewThe 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. ResponsibilitiesIncident investigation, resolution, and ownershipLiaising with 3rd line development teamsProviding technical support to end usersProviding technical support and liaison with 3rd parties as requiredGeneral housekeeping and maintenance tasksPerforming regular software updates and upgrades remotely or at customer sitesCarry out/manage/own technical changes (RFCs) remotely or at customer sitesAssist with Problem Management and Change processesAdhere to company procedures in line with policyFollow ITIL, ISO20000-1 processes where applicableDeliver excellent customer service at all times Additional Information about the Role1st/2nd line application and systems supportMonitor allocated customer incidents/service requests per ISO20000-1 processesInitial support and classification of callsIncident investigation and diagnosis (where possible)Monitor open incidents, identify workarounds, and raise problem records when applicableKeep affected users informed about progressEnsure incidents are resolved to customer satisfaction and escalate if necessaryQuality check on data and codes in incident notesLog incidents in the support tool for third parties and provide/receive updates as requiredComplete timesheets weeklyComplete mandatory training as per NEC Group PolicyAlign to all corporate policies QualificationsMicrosoft Certification in a related disciplineITIL accreditationExperience: minimum 5+ years in systems and Windows productsExperience with SQL: ability to construct queries and analyse resultsExperience working for a third-party service delivery organizationStrong problem solving and communication skills Employment DetailsSeniority level: Mid-Senior levelEmployment type: Full-timeJob function: Information TechnologyIndustries: IT Services and IT Consulting #J-18808-Ljbffr