Second Line Support Analyst

Come join us and make a difference in the world!

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

Discover more at www.necsws.com

This is an excellent opportunity for a Second Line Helpdesk Specialist to join an established company, working in an international team and providing application support for our product suite within the Local Government market.

The Second Line Helpdesk Specialist position is home based in the UK

We are looking for a candidate with excellent customer service skills to provide a high level of technical support to external customers. You will be part of a fast paced team working efficiently with modern technologies to resolve application issues remotely. We will support personal growth and progression within the role as you work alongside a group of experienced engineers.

Responsibilities:

• Providing 2nd line technical support remotely to resolve customer issues
• Speaking with customers directly to gather information and build relationships
• Supporting modern web based application technologies
• To work as part of a close-knit and highly skilled team of Engineers.
• Review, monitor & update incidents using a sophisticated Case Management tool
• Work with a dynamic wider team to approach issues collaboratively.
• Create and distribute FAQs within the team to share resolutions.
• Escalation of calls to 3rd Line Team as necessary
• Adhering to customer SLA’s to ensure issues are resolved in a timely manner
• Working to ITIL Principles

• A positive, enthusiastic, solution focussed attitude and willingness to learn
• Excellent Team Player with the ability to work independently and collaboratively together with the wider team
• Strong communication skills, both written and verbal.
• Advanced technical problem solving skills
• Basic understanding or Oracle / SQL Server database structure
• Flexibility to respond to Priority issues raised
• Experience working with Windows Desktop and Server Operating Systems

Desirable Skills:

• ITIL qualified
• Basic understanding of PowerShell
• Familiarity with Apache Tomcat

Employees of NEC are entitled to the following Company funded benefits:

Single Private Medical Cover (with the option to select family cover at an additional cost)

25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days

4 x basic salary life assurance cover

A Group Pension Plan with fantastic employer contributions

A selection of tax efficient flexible benefits to suit your individual needs

The role offers a competitive salary.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC is an equal opportunities employer, welcoming applications from all communities.