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- Tasks: Support a bespoke Control Room solution and provide technical assistance to users.
- Company: Join NEC, a global leader in tech innovation with over 100 years of expertise.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth and development.
- Why this job: Be part of a critical team that impacts public safety through cutting-edge technology.
- Qualifications: Microsoft Certification, ITIL accreditation, and 5+ years of systems support experience required.
- Other info: Must gain NPPV3 & SC clearance; excellent communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
Company Description
About NEC, Headquartered in Minato, Tokyo, Japan, NEC was established in 1899. It brings more than 100 years of expertise in technological innovation to empower people, businesses and society. With an employee strength of more than 107,729, NEC has a presence around the globe with subsidiaries in America, Europe, Asia Pacific, China and Latin America. NEC reported a turnover of GBP 19 billion in FY ending 31 March 2018. It provides IT and network solutions to business enterprises, communications service providers and to government agencies, and has also been the biggest PC vendor in Japan since the 1980s. NEC\’s face recognition technology achieved the highest performance evaluation in the recent Face in Video Evaluation testing performed by the U.S. National Institute of Standards and Technology. NEC’s Iris Recognition Technology has also topped in NIST Accuracy Testing. Both these technologies are widely used in public safety applications. For more information about NEC, visit our website www.nec.com, or follow us on Linkedin, Facebook, Twitter and, YouTube.
https://northgateps.com/
Job Description
The role is to be based in or around West London and support a bespoke Control Room solution.
You must have the ability to gain NPPV3 & SC clearance to perform the work.
The person will be self-motivated and able to work equally comfortably on their own or as part of a growing team, in a customer facing role. However, due to the critical nature of the systems, the ability to work without supervision should be complimented with an understanding of when to escalate, to ensure successful and timely resolution.
To achieve this the engineer will be:
- Expected to prioritise and plan own work-load.
- Expected to liaise with project implementation / Service Level Managers/Development and Product Teams on a regular basis.
- Able to work within the time constraints defined by the Service Level Agreements in place with the customers.
Key Duties & Responsibilities
- Incident Investigation/resolution/ownership
- Liaising with 3rd line development teams
- Providing technical support to end users
- Providing technical support/liaison with 3rd parties as required
- General housekeeping and maintenance tasks
- Performing regular software updates and upgrades either remotely or at customer sites
- Carry out/manage/own technical ‘Changes’ (RFCs) either remotely or at customer sites
- Assist with Problem Management/Change process
- Adhere to all company procedures in line with company policy
- Follow company supported processes such as ITIL, ISO20000-1.
- Excellent customer service at all times.
Additional information about the role:
- 1st/2nd line application and systems support.
- Responsible for monitoring allocated customer’s incidents/service requests in accordance with ISO20000-1 Process and Procedures.
- Initial support and classification of calls for customers.
- Incident investigation and diagnosis (including resolution) where possible.
- Monitoring of open incidents – identifying suitable workarounds and raising problem records where applicable.
- Keeping affected users informed about progress of a call.
- Ensure Incidents are resolved to the customer’s satisfaction handling incident escalations if necessary.
- Quality Check on accuracy of data and codes on Incident, including all the relevant information is captured in the case notes.
- Logging incidents in the support tool for third parties, and providing/receiving updates as required.
- Completion of timesheets on a weekly basis.
- Completion of mandatory training as per NEC Group Policy.
- Alignment to all Corporate Policies.
Qualifications
Microsoft Certification in a related discipline
ITL accreditation
Additional Information
- Good Communication Skills required.
- Minimum of 5+ years experience of systems and Windows products
- Experience with SQL with the ability to construct queries and analyse results
- Experience in working for a 3rd party service delivery organisation
- ITIL experience
- Support incident experience
- Problem solving mentality
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Application Support Engineer employer: NEC Software Solutions
Contact Detail:
NEC Software Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Engineer
✨Tip Number 1
Familiarise yourself with NEC's products and services, especially their bespoke Control Room solutions. Understanding the specific technologies and systems they use will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Brush up on your ITIL knowledge and be prepared to discuss how you've applied ITIL principles in previous roles. This will demonstrate your understanding of service management processes, which is crucial for the Application Support Engineer position.
✨Tip Number 3
Highlight your experience with SQL and problem-solving skills in your discussions. Be ready to provide examples of how you've used SQL to analyse data and resolve incidents, as this is a key requirement for the role.
✨Tip Number 4
Showcase your customer service skills by preparing scenarios where you've successfully managed customer expectations or resolved conflicts. This will illustrate your ability to maintain excellent customer relations, which is vital for this position.
We think you need these skills to ace Application Support Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Application Support Engineer position. Familiarise yourself with NEC's services and technologies, especially their incident management processes and ITIL framework.
Tailor Your CV: Customise your CV to highlight relevant experience, particularly in application support, incident resolution, and customer service. Emphasise your technical skills, such as Microsoft Certification, SQL proficiency, and any ITIL accreditation you possess.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and problem-solving. Mention specific experiences where you've successfully resolved incidents or provided exceptional customer support, aligning them with the key duties outlined in the job description.
Proofread Your Application: Before submitting, carefully proofread your application materials for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at NEC Software Solutions
✨Understand the Company and Its Technologies
Before your interview, take some time to research NEC and its technological innovations, especially their face and iris recognition technologies. This will not only show your interest in the company but also help you relate your skills to their specific needs.
✨Demonstrate Your Problem-Solving Skills
As an Application Support Engineer, you'll need to showcase your problem-solving mentality. Prepare examples from your past experiences where you successfully resolved incidents or technical issues, highlighting your analytical approach and ability to work under pressure.
✨Familiarise Yourself with ITIL Practices
Since the role involves adhering to ITIL processes, brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in previous roles, particularly in incident management and service delivery.
✨Prepare for Customer-Facing Scenarios
Given the customer-facing nature of the role, think of scenarios where you've provided excellent customer service. Be prepared to discuss how you handle difficult situations and ensure customer satisfaction, as this will be crucial for success in the position.
