Company Description
Come join us and make a difference in the world!
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Job Description
Purpose of the Role
Working as part of the Radio support team, the job holder will provide technical administrative support on radio service contracts. They will support service call resolution, update incidents from customers, and evaluate issues effectively by questioning end users. The role involves assisting in fault resolution on radio service support contracts. The candidate should be self-sufficient, able to work independently, articulate, and communicate effectively with customers at all levels. The role is largely reactive, involving planning and scheduling tasks across the RSS team efficiently.
Key Duties & Responsibilities
In addition to normal TA duties, the primary focus is to support the radio team in Service, Incident, and Change management activities. Responsibilities include liaising with customers, resolving service-related issues, and maintaining accurate documentation of activities.
* Monitoring incidents assigned to the RSS team and assisting with their resolution.
* Ensuring incident status and investigation information are regularly updated.
* Supporting delivery of customer sales orders and queries within service requests.
* Escalating incidents to radio engineers, Technical Architect, LSDM, and RSS management as needed.
* Understanding and assisting in resolving support issues highlighted by customers.
* Supporting investigation and analysis of underlying causes of incidents for problem management.
* Assisting with input for assessments related to changes and purchase orders.
* Raising and managing standard and emergency changes in line with change processes.
* Supporting the implementation of approved changes.
* Liaising with Configuration Management to ensure asset information is updated.
* Supporting tasks to rectify incorrect configuration item information.
NB: The above list is not exhaustive; the post holder may be required to undertake additional tasks within the scope of the role.
Qualifications
The essential qualifications and skills include:
* Minimum GCSE Level Pass in English & Maths.
* Excellent written and verbal communication skills.
* Working knowledge of Windows and Office applications.
* Experience working within a support team environment.
Desirable qualifications and skills include:
* Experience in an Incident Service or Support desk environment.
* ITIL V3/V4 certification.
* Knowledge of helpdesk operations and customer service experience.
* Understanding of ICT service desk operations and troubleshooting.
* IT Service Management and Support experience.
* Knowledge of mobile communication technologies (Tetra Radio, GSM, Wi-Fi, 4G/5G).
* Awareness of Information Security Management.
* Valid UK Driving license.
The ideal candidate would have a BTEC ICT qualification or ICT experience and be ITIL Foundation/Practitioner certified.
Additional Information
Benefits
We offer an excellent benefits package, including:
* 25 days paid holiday (FTE), with buy/sell options.
* 4x basic salary life assurance coverage.
* Group Pension Plan.
* Flexible benefits tailored to your needs.
Other Information
* Must demonstrate the right to work and travel within the UK; documentation required.
* Offers subject to vetting, references, and health checks.
* DBS check may be required depending on the role.
NEC Software Solutions is an equal opportunities employer. We welcome applications from all communities and are committed to inclusivity and accessibility.
Who We Are
We’re NEC Software Solutions, part of NEC Corporation. Our software supports emergency services, healthcare, transportation, and more, making a difference worldwide. Join us to help push the boundaries of technology and support public services.
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