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Purpose of the Role

Based at Methuen Park Chippenham, the Comms Systems Support team is the 2nd Line Support Team for the DS2000/DS3000 digital switch and mobile data systems used by the emergency services supporting more than 70 customers on over 130 sites. This team triages and investigates raised incidents whilst supporting SSS 1st Line Field Service teams and customer technical teams. Other tasks include servicing customer raised changes and service requests whilst also undertaking regular software updates/upgrades to customers equipment are undertaken at a national level.

Key Duties & Responsibilities

• To provide a Triage function for all DS3000 incidents logged by customer
• To deal with Incidents or Problems that have been passed to CSS Department.
• To install new technical or software requirements as defined by customers, (otherwise understood as planned Changes or Variation Orders).
• To follow procedures in line with company policy (i.e. Local Procedures or ISO20000-1 defined processes) and suggest and follow-up improvements in line with CSIP.
• To provide technical support to 1st line Field Engineers.
• To provide technical\non-technical support to users.
• To provide technical support to external customer engineering staff.

Additional information about the role

The role includes a requirement to join the on-call rota responsible for supporting 24/7 contracts. Product training will be provided before the candidate is expected to work alone.

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.

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
• 25 days paid holiday with the option to buy/sell 
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs 

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

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

All offers are subject to satisfactory vetting and reference checks. All roles as standard undertake a Disclosure Barring Service (DBS) check, some roles may require additional vetting such as NPPV/MOD.