Support Consultant

Overview

In this role you resolve incidents for the CONNECT Police software within a mature 2nd line support team. You will investigate complex application issues, reproduce defects in test environments, and document workarounds while adhering to SLAs and ITIL-aligned processes. You collaborate with NEC teams and third parties and participate in an on-call rota. This is a hands-on position within a technically strong team focused on reliable software support for a critical domain.

Pay / Benefits

• above average pension
• Private Medical Cover
• 25 days holiday
• life assurance
• Group Pension Plan
• flexible benefits

Responsibilities

• Provide software application support
• Investigate and resolve complex application incidents
• Reproduce defect scenarios in internal test environments
• Identify and document workarounds
• Operate within contractual SLAs
• Follow ITIL-aligned support processes
• Collaborate with NEC teams and third parties
• Participate in Out of Hours on-call rota

Key requirements

• Experience with complex bespoke software applications in support, development, or QA
• Experience in a structured, process-driven environment
• Experience using an IT Service Management tool
• ITIL Foundation certificate
• Experience investigating data-related issues in relational databases
• Ability to generate and manipulate SQL scripts
• Ability to check logs and restart services on Windows and UNIX Solaris
• Understanding of software development within ISO 9001/ISO 20000 environments
• Exposure to Windows Servers, UNIX Solaris, Java, Ensemble, .NET, SQL, Oracle, jetnexus, Javascript, HTML, Active MQ

• Self-motivated and persistent
• Analytical and lateral thinking
• Clear communication with technical and non-technical staff
• ITIL
• SQL
• Windows Server

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